Service Centre Support Lead
Summary
the pitchJoin NTT DATA, a global leader in business and technology services. As a Service Centre Support Lead, you will be responsible for the operational management of the Service Centre, ensuring seamless support across Birmingham and London. You will monitor channel and queue health, manage resources, maintain service continuity, and drive quality and accuracy of service knowledge. With a focus on continual improvement, you will identify opportunities to reduce avoidable demand and prepare data packs for review. This role offers a range of tailored benefits and opportunities for growth and development.
Role
posted by companyJoin NTT DATA, a global leader in business and technology services. As a Service Centre Support Lead, you will be responsible for the operational management of the Service Centre, ensuring seamless support across Birmingham and London. You will monitor channel and queue health, manage resources, maintain service continuity, and drive quality and accuracy of service knowledge. With a focus on continual improvement, you will identify opportunities to reduce avoidable demand and prepare data packs for review. This role offers a range of tailored benefits and opportunities for growth and development.
Key responsibilities
- Monitor channel and queue health across phone, chat, portal and walk-up, identifying unassigned work, ageing tickets, SLA risk, workload imbalance, coverage gaps and other service control issues.
- Manage resources day to day between remote and physical support according to demand, location, coverage and skills, operating the Service Centre as one team.
- Review closed tickets and service data to identify patterns in demand, repeat contacts, handling effort, resolution quality, escalations, reassignment and avoidable support activity.