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