Team Lead, Customer Care (Service Delivery)

Customer Relationship & Support Gurgaon, India


Description

JOB DESCRIPTION:

You’ll be responsible for the line management of a team of Rackers providing industry leading Fanatical Support.

Key responsibilities of a Team Leader include:

• Ensure that team and individual KPI’s are met or exceeded
• Management of in bound workstreams to ensure workload and quality indicators are meet
• Management of employee holiday and sickness to ensure sufficient coverage of workstreams
• Personal development of Rackers in both technical and non-technical skills
• Assisting in the recruitment of new Rackers and delivery of a world class onboarding experience
• Ensuring that Rackspace best practices are followed at all times
• To act as point of escalation for service issues from internal and external customers
• Driving standard to deliver a world class support experience to customers (internal & external)
• Creating an environment that engages and challenges Rackers

Team lead Job functions:
• Run daily team huddles – designed to share out workload and agree team priorities/focus
• Produce weekly workload report showing adherence to key performance indicators (audience: management and service delivery teams)
• Conduct 1-2-1 with each team member  - review of individual KPI, guide on improvements and to support personal development plans
• Attend 1-2-1 with Senior Ops manager Delhi & aligned US management – provide updates on team performance, problems and progress
• Attend monthly meeting with US Customer Care managers (leaders of aligned Service delivery teams) – provide updates on team performance, problems and progress
• Run periodic team meetings (monthly/adhoc) to share updates, educate on best practice, discuss common challenges
• Run selected duties for short term projects – as an example support in the of rollout of new Phone tools (e.g. Amazon Connect)
• Identify new process opportunities (working with SDM team) and roll-out training to SDA team 

PERSON SPECIFICATION:  
As a candidate, you will need to demonstrate the following characteristics / skills s to be successful in this environment:

• Highly professional and comfortable communicating with direct reports, peers and senior management
• Exceptional communications skills, written and interpersonal
• Experience in working within a customer orientated environment with experience of escalation and complaint management
• Experience of direct team leadership including workload monitoring, prioritisation and delegation
• Ability to manage varied workstreams and changing workloads to meet key performance indicators
• Ability to inspire and motivate team members through coaching and mentoring
• A customer service background with a good understanding of the IT Service industry, Cloud hosting and an awareness of Rackspace product and service offering.


TEAM FUNCTION: 
Service Delivery Associates provide administrative support to the Service Delivery manager group, ensuring fast and efficient response and resolution of common customer requests. 
Working alongside teams of Service Delivery Managers the Service Delivery Associates triage inbound customer requests to the most appropriate team, respond directly to customer needs. 
Service Delivery Associates insure fast response to inbound customer requests and drive administrative efficiency in frequently performed tasks and processes. Service Delivery Administrators perform ticket queue management and will be required to provide non-technical guidance to our customers via tickets and telephone. 

Key Accountabilities
o Monitor inbound customer ticket requests and route appropriately 
o Respond directly to customer information requests for specific task responsibilities
o Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt.
Take ownership and work quick-fix tickets
o Escalates support requests (phone/ticket) according to escalation procedures  Key Performance Indicators 
o Number of tickets worked (responded to/closed) 
o Ticket Response + Resolution time
o Performance accuracy measures
o In-bound/Outbound call time measures


#PRIORITY

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.