Shift Lead (Support & Operations)

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The Shift Lead (Support & Operations) is responsible for maintaining attendance and leave reports, ensuring timely resolution of escalations through basic analysis and infrastructure management. Key duties include addressing calls/chats within SLAs, managing shift rosters, performing adhoc analyses, and ensuring customer satisfaction.

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

1. To ensure that calls/ chats are addressed within agreed SLAs
2. To maintain attendance, leave reports , breaks & shift rosters
3. To perform adhoc analyses, SIP activities and infrastructure management
4. To resolve escalations in a timely manner adhering to the process and quality compliance
5. To ensure positive customer satisfaction and feedback
6. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities

Skill Requirements

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Other Requirements

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