Service Centre Support Lead

Join NTT DATA, a global leader in business and technology services. As the Service Centre Support Lead, you will be responsible for the operational management of the Service Centre, overseeing remote and onsite Workplace 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. You will also identify opportunities for improvement and provide clear operational updates to the Service Centre Manager.

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.