job description
The PMS will be responsible for managing the Problem processes and procedures and for managing the interfaces between itself and the other business and IT functions, specifically, incident management, change management, and the impact of infrastructure problems on business for . Reactively and proactively identifies problems in the IT infrastructure and resolves them with minimal interruption of service. Performs problem control (recording, classifying, investigating and diagnosing problems), error control (assessing, resolving and closing infrastructure errors) and establishing proactive activities (trend analysis, preventive actions and post problem reviews). Ensures that standardized methods and techniques are used for efficient and prompt resolution of all problems to reduce their impact on business.
This will be equivalent at Team Lead level with an Individual Contributor Role
your profile
Experience
Minimum of 2 + years experience in call center environment as Quality Analyst/SME or 1 + years experience as Senior Quality Analyst/Team Lead.
Preferable:
Experience in technical support contact center environments.
Experience as technical support product specialist.
Experience as a Quality Analyst / Quality Executive.
Experience with quality process improvement tools.
6 Sigma awareness.
Education
Graduate Diploma / Graduate in any discipline or equivalent.
Preferable / additional qualification:
BE / Additional diploma / certificate in computing / networking.
Short term course in computing / networking. CCNA / MCSE / A+.
Process Skills
Experience with MS Office suite
Experience with data analysis / drill down / identification of key performance inhibitors based on data available.
Good Knowledge of Six sigma methodology or ISO
Very Strong analytical skills.
Preferable:
MIS and reporting structure and documentation.
Creating and deciphering charts / analysis displays.
Understanding of scheduling / rostering.
Soft Skills
Excellent Communication skills / high energy and confidence.
Excellent leadership skills / people handling skills.
Must be open to feedback.
Must be a team player/ high conflict resolution skills.
Good collaboration and influencing skills
Preferable:
Excellent presentation skills.
Out of the box thinking.
