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Introduction
We are looking for a responsible candidate to perform Team lead activities. Your main duties will be to manage the daily lead activities, attend team questions, issues, assign, align and make sure all tasks are completed by the team as it comes.
Your role and responsibilities
We are looking for a responsible candidate to perform Team lead activities. Your main duties will be to manage the daily lead activities, attend team questions, issues, assign, align and make sure all tasks are completed by the team as it comes.
Your responsibilities include but are not limited to:
*Consistently meet or exceed SLAs
*Maintain a High Level of Core performance delivery, ensuring full implementation of documented policies, procedures, and best working practices
*First escalation point on process issues
*Address any people issues actively, and maintain a high team morale overall
*Staffing, training, development, mentor team in times of need.
*Identify any Operations Centre activity that may be foreseen as a risk/issue to successful process execution and take steps to mitigate the risks/issues.
*Perform root cause analysis in case of escalations and take steps to improve the robustness of the process
*Ensure audit readiness of all documents.
*Contribute to contract profitability through efficient management of resource and expense.
*Assume additional responsibilities as assigned by reporting manager.
*Managing operations of Helpdesk including support client procurement applications and Supplier Enablement processes.
*Directing and coaching the team of Helpdesk Agents on a need basis towards meeting customer expectations
*Ensure Customer and Stakeholders Satisfaction.
*Identify and mitigate any risks/issues that are foreseen as potential bottlenecks to the Helpdesk process.
*Participate in periodic internal reviews and resolve any issues relating to business controls guidelines.
*Execute operational plan to ensure all client SLAs are consistently met/exceeds.
*Provide thought leadership to the team.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
*Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully.
*Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
*Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting.
*Verbal Communication - Excellent verbal communication skills required. Needs to talk with the Supplier over phone as and when required. Listens and gets clarification; Responds well to questions.
*Written Communication - Writes clearly and informatively; Able to read and interpret written information.
*Would be a part of the team which will be supporting procurement of a global client.
*Be flexible working 5 business days from office.
*Any Graduate with 5- 6 years of Procurement experience