Shift Lead (Support & Operations)

Shift Lead (Support & Operations) Job Summary To maintain attendance & leave reports and ensure that all responsibilities/escalations are resolved in a timely manner through basic analysis/infrastructure mgmt. Key Responsibilities To ensure that calls/ chats are addressed within agreed SLAs To maintain attendance, leave reports , breaks & shift rosters To perform adhoc analyses, SIP activities and infrastructure management To resolve escalations in a timely manner adhering to the process and quality compliance To ensure positive customer satisfaction and feedback To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS