Customer Support Team Leader

Job description:? To ensure queries of institutions and investors regarding CKYC processes andapplication are resolved within the stipulated TAT- queries received both throughemails and calls.? Handle first level of escalations.? Ensure smooth functioning of all the helpdesk activities? Help nurture a positive work atmosphere amongst the helpdesk agents.? To train executive agents on all the activities run by the helpdesk including basic softskills coaching.? Perform daily quality checks on both mails & calls of the helpdesk agent and providingconstructive feedback to agents.? Assist to update and maintain canned response? Provide MIS reports to Business team regarding helpdesk performance? Alert the Business team to any issues faced by institutes on the CKYC application.? To capture suggestions received from institutions during query handling and conveythe same to Business teams.? Liaise with IT support to ensure that technical queries are resolved.? Coordinate with various teams to ensure SAP, CISCO phone lines, recordings, etc areworking as required.? Ensure SFTP IP whitelisting process is performed accurately.? Maintain optimum number of staff during all four shifts of the helpdesk.? Manage getting the KRA Verification from the team? Helpdesk work timings are 08:00am to 08:00pm Monday to Saturday.