Walk-in for Team Leaders in C3i

C3I is the leading provider of technology services for the life sciences industry. We cater to all the leading pharmacy companies in the world and help them in IT & ITES support. C3i provides help desk support in more than 20 languages for over 300,000 life sciences users in 140 countries.

C3i manages the lifecycle of technology deployed to life sciences companies. Our 1200 employees provide system implementation, technology training, multilingual help desk, performance optimization, hardware provisioning, break-fix, asset management and administration services for pharmaceutical sales and clinical professionals all over the world. Experts in life sciences business process, C3i's full commitment to customer satisfaction results in renewal rates and long term key partnerships with top life sciences companies.

Our unique global capabilities help pharmaceutical manufacturers, sponsors and contract research organizations leverage modern technology and lower the total cost of ownership.

 

Website www.c3i-inc.com

 

Position : Team Leader

Qualification : Any graduate

Salary Range : Best in the industry

Timings : Rotational shift

Transportation : Home Pick up and Drop

Location:

Orion Bldg, 2nd Floor, The "V" IT Park,, Plot No. 17, Software Units Layout, Madhapur, HYDERABAD, Andhra Pradesh - 500081, India

 

Walk-in Date and Time -August 7th,8th ,11th,12th,13th and 14th only between 1pm -to 5 pm .

 

 

Job Summary 

The Team Lead/Supervisor is responsible for supervising Help Desk Analysts activities and providing daily direction to the Help Desk Analysts. Ensuring premium service delivery to field forces through resource management, applying appropriate staffing levels, motivating Help Desk Analysts,

Principal Responsibilities: (Essential Function)

Daily Help Desk activities

Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes

Monitor all escalation queues to ensure hand-off times between Tiers, including client resources and third party, are met

Field assistance requests during staffing shortages or Excess Call Volume.

Take steps to balance call flow and other workload across all technicians available

Take steps to ensure technicians meet their call efficiency targets

QA

Perform QAs of technicians interactions with field customers and provide remediation as necessary

Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and C3i client base. Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance Request

 

 

Management

Oversee Help Desk Analyst activities including, but not limited to scheduling, daily management, productivity management, objective & goal setting

Act as first level of management escalation for issues requiring leadership attention

Apply appropriate level of supportive or directive guidance as technicians competence and confidence level varies for each task or project

Escalate subordinates performance issues and provide feedback consistent with C3is standard practices

Participate in process of selecting high achievers, through various C3i incentive programs

 

Job Requirements

Skills

Excellent verbal and written communication skills

Strong customer service orientation and expert-level technical skills

Ability to delegate and monitor tasks to subordinates

Technical proficiency in all MS Office applications and familiarity with various hardware platforms is required.

Proven ability to coach employees

 

Microsoft Certified Professional certification a plus

 

 

Working Relationships

Develop and maintain interpersonal relationships with subordinates

Maintain inter-department relationships to resolve client issues

Effectively communicate with both internal and external clients

Competencies

Analysis

Customer Service Orientation

Interpersonal Consideration

Judgment/Decisiveness

Oral Communication

Written Communication

Performance Management

Persuasiveness/Influence

Technical/Professional Competence

Work Standards

 

Email Address

Kindly send your resumes to - abraj@c3i-inc.com

 

Note-We do not conduct interviews  on Saturday and Sunday