Responsibilities
- Oversee ticket queues, team workloads, and individual performance to ensure consistent service delivery.
- Supervise and manage a chat-based support team addressing SSL certificate issues.
- Detect and resolve operational risks, pending backlogs, and deficiencies in service quality.
- Deliver on-the-floor support and immediate guidance to team members during operations.
- Mentor team members on following procedures, maintaining quality, and applying best practices.
- Assist in onboarding new hires and conducting training and refresher sessions for existing staff.
- Enforce compliance with standard operating procedures, company policies, and regulatory standards.
- Conduct preliminary quality audits and identify recurring issues and areas for improvement.
- Support preparation for audits and ensure documentation meets required standards.
- Collaborate with internal departments such as Support, Validation, Technical, and QA teams to resolve complex issues.
- Promptly escalate critical service disruptions or risks to management.
- Serve as the initial escalation point for urgent operational and customer-facing problems.
- Generate regular reports on team productivity, SLA adherence, and quality performance metrics.
- Perform additional duties as assigned in alignment with organizational goals and operational demands.
Work Arrangement
On-site — Chennai
Other
- Full-time position
- 5 days a week
- In-office work at DLF IT Park, Manapakkam, Chennai
