Lead - SD Management

About the role

Drives the daily operational performance and real-time execution of the helpdesk team. This role balances workforce monitoring, service level compliance, and active agent coaching to foster a high-performance service environment.

What you'll do

• Queue & Service Level Management: Actively monitor real-time call queues, abandon rates, and ticket backlogs to dynamically shift resources and secure daily SLA targets
• Process Fixer: They don't just patch problems; they proactively identify when a high volume of L1 transfers means the team needs an updated SOP or a refresher training…

What you need

• 5–7 years in customer support & success
• Escalation handling
• Employee engagement
• SOP writing
• Problem solving
• BBA