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GSCO Sales Support Team Lead Dispatch Team

Bengaluru, KA
Job Code:
  • IT
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Job Details

RESPONSIBILITIESManage a team of dispatch agents who are responsible for reviewing incidents in Oracle Service Cloud and appropriately dispatching to the correct queues/owners. This includesEnsure dispatch agents route issues accuratelyEnsure dispatch SLA s are metMonitor P1s and Customer Escalated incidents and alert the respective support teamsKeep management informed on P1/ high priority bugsEnsure the team is adequately staffed at any given point in time to accommodate the work volumeRecommend routing improvement to increase process efficiencyIdentify opportunities to Automate routing & provide appropriate advise to the management teamEnsure the new team members are duly trained before they are live and conduct pre go-live assessment on the process and tool knowledge possessed by the traineesShould act as a go-to person for the team for any kind of operational and work related issues that they might encounter during the course of their employmentMonitor agent activity and provide instant feedback on ways of improvements to the agentsEnsure the team is up-to-date with new changes in the process/tools supported by providing clear cut instructions/information to the team through regular huddle room meetings.Conduct regular one to one with staff members to provide them constructive feedback on their performanceShould duly notify the management of any challenges/issues affecting the work supported by facts and figures.Implementing new initiatives and making sure all staff understand them and abide by them.Be the source of motivation to the teamRecognize and celebrate team and team member accomplishments and exceptional performanceFacilitate problem solving and collaborationIntervene when necessary to aid the group in resolving issuesShould encourage and appreciate feedback from the team members that s focused on any kind of improvementQuality Assurance Should keep a tab on the quality of work performed by the team members by proactively reviewing incidents against the pre-determined quality parameters and providing the continuous and consistent feedbackProvide support to Global Sales & Consulting Operations Snr Manager and directs as required on team initiatives/projectsPreferred skills and experience Expertise in change management in a complex process environment through influence and collaboration rather than direct controlAbility to work well with all levels of the organization.Superb coaching and mentoring skills..Excellent verbal, written & presentation skillsAbility to follow and comprehend complex instructions, short correspondence, and memos.Able to quickly identify problems.Proficient with MS Office and various other forms of technology.Improving product quality and customer communications.Flexible, positive attitude and strong interpersonal skillsAbility to work independently and successfully across global and virtual teamsCritical thinking and problem solving skillsResourceful, creative, organized, & detail orientedSignificant facilitation skillsFlexibility with regard working hours to support our global team Night Shifts Only Undergraduate degree in relevant field and advance degree/certification preferred
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-10


International Business | Relationship/Account Servicing | Technical Sales
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