About the Role
Job Description:
- Leads and drives the team for continuous improvement towards set goals
- Manage metrics and monitors team performance
- Responds timely and accurately to the escalations of the direct reports
- Assist Level 1 support towards 1st time resolution including identifying need for call back
- Verifies problem and validates escalation prior to further escalation
- Escalates problem only when necessary and provide assistance towards resolution
- Maintains a line of communication with the escalation points
- Identify team issues and provide sound advice based on good judgment
- Provides direction and sound advice to the team members (mentor role)
- Develops logical problem solving skills and train the team members
- Re-echoes new client training to the team as needed <...
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