Job Description:
A Tech Lead is in charge of managing a team of 10 – 20 L1 / L2 engineers.He / She receives assignments in the form of objectives with goals and process to meet goals outlined.The responsibilityoftheTechLeadwouldincludeescalatingissuestorespectivesupervisorandHR. He / She would also support disciplinary maintenance of their team.The Tech Lead would be responsible to provide direct advice and guidance to L1 / L2s.They are expected to work on assignments that are complex in nature, where independent action and a very high degree of initiative is required to the resolve the problem and develop solutions to the problems and support any other activities assigned to him / her.
A Tech Lead will apply intermediate foundation of a function's principles, theories and concepts to assignments of limited scope.He / She would utilize professional concepts and theoreticalknowledgeacquiredthroughspecializedtraining,educationorpreviousexperience toexerciseindependentjudgmentwithindefinedparameters.He/Sheisexpectedtodevelop expertise and practical knowledge of application within business environment.He / She is expected to be willing to participate in non-standard working-time models (e.g. shift, call availability etc...)
Responsibilities
TheprimaryresponsibilitiesofaTechLeadarementionedbelow,butnotlimitedto:
CoachingofFrontlineagents
BuildandmaintainlinkagestoQualitywhilebeingProcessChampions
EstablishandmaintainlinkagestoMODforSLA(ServicelevelAgreement)
SupportandgovernCaseManagement
SupportManageronprogramsrelatedtoTCE,CostandOperationeffectiveness.
TechnicalleaderstoteamincludingL2/Mentors
Incentives,R&Radministration,andLeavePlanningfortheteam
Maintainanddistributedailyreportsrelatedtoopenvolume,FCRetc.andanalysis
SegregatetheworkbetweenSME’sandagents
SupportandattendtoSupervisorycalls
DrivedailyhuddlesalongwithTeamManager
TransactionalescalationhandlingandprovidetimelyRCAonkeyescalation/necessary transactions
Coordinatingwithdeliveryexcellenceteamstodrivetheoperationalrigor
Participating/driveCIPwhererequired
Operationalreviewmeeting
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