Description:
About XPT
- XPT Software Australia PTY Ltd, incorporated in 2016, is a Software Services company
- XPT works with top clients across Australia in Banking, Insurance, Telecom, Retail, Energy, Mining and Manufacturing domains.
- We have 120+ technocrats in Australia working at our client locations.
- XPT Software Australia is part of group companies which has global presence across India & Europe.
- We have served 100+ clients globally, fulfilling their onsite-offshore needs.
This is a remote position.
Australian Citizens (NV1/NV2 Security Clearance)
Position Summary
• Main objective of the role will be to supervise the day-to-day delivery and performance of the team
• The role will also require the individual to motivate, mentor, coach and groom the team
• Ensure process & KM compliance along with meeting client and internal commitments
• Own all customer escalations and complaints
Required skill set
General skills (Communication and Soft Skills)
• Exceptional knowledge of customer care operations and processes
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Technical skills
• Experience in managing an IT helpdesk (if L1) or relevant field.
• Advanced support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
• Knowledge on basic concepts of networking (if L1 or THD)
• Expertise on the concepts of computer and mobile hardware (If L1 or THD)
• Able to gather disorganized data into usable knowledge articles
• Experienced in creating reports and usage of tools like Avaya/Cisco
Job duties and responsibilities
• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Education and other requirement
• Graduate
• Willingness to work in rotational shifts
• NV1/2 Cleared
Work Experience: 8-12 years