Job Description Position SummaryFacilitate on-the-job coaching.Develop training material and organize the trainings as needr new hires ar existing resources.Plan the trainings requirr the employees career development.Ensure that the employees develop their skills and successfully address the customer needs.Required skill setMinimum Importante empresa of 5 years with relevant Importante empresa in Service Desk.Ability to train resources with different learning capabilities Creation & updating of training documents Training need analysisExperience in managing teamsAble to coach, mentor, motivate and interact with peopleExcellent verbal and written communicationsStrong decision making and analytical abilityDemonstrates patience, passir problem solving, ability to use knowledge bases, toolsAble to negotiate, good presentation skills and client InterfacingDrive process improvement initiatives.Desired /Good to have experiencePrior work Importante empresa in any Google process Workr Google Cloud Platform or G suite or Google workspace processes in any capacityGood knowledge of google products and services example Google Search, Google Maps, Google Cloud, Chrome, YouTube,, Google AdSense.Google Drive.Google Pixel, Google Public DNS, Google News, Google, Google news and Google docs etc.Job duties and responsibilitiesEffectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issuesRegularrmulate and execute internal and rnal governanceEffectively handle client escalations armulate actions to resolve any concernsWork with the operations managers to obtain necessary resources like training and suppor the teams requirementsConduct assessment of agents performance armulate trenr performance improvement of agents & teamsEnsure that the team members have the necessary knowledge and training to effectively deliver on their targetsFamiliarize the team with the latest process update and changes, team and individual targetsIdentify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projectsEducation and other requirementGraduateWillingness to work in rotational shifts