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Offer: Technical Support Manager:

Job description:

Job Description

Dear Candidate,

Greetings of the day!

We are Opening for Technical Support Manager Job descriptionThe Manager Technical Support Operations is responsible for coaching and supervising a group of Technical Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved
» Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
» Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
» Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in conformity with the organization's policies and applicable legal requirements
» Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
» Create and maximize relationships with client partners
» Provide leadership abilities and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
» Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
» Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
» Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
» Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
» Attend business reviews with the client
 
 
Required Candidate profile
Candidate Details
» Graduate with 8 plus years of overall practice in the customer service industry with at least 2 years of progressive management practice
» Demonstrated capability to coach and develop action plans, which maximize performance, and provide effective feedback
» Demonstrated capability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
» Work well under pressure and follow through on items to completion while maintaining professional demeanor
» Excellent communication expertise, both written and verbal. capability to effectively present information to internal and external associates
» Demonstrated capability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
» Demonstrated capability to mentor, coach and provide direction to a team of employees
» availability to work a flexible schedule

Regards,
HR Team

Other details
» Department: Technical Support / Helpdesk Technical Support / Helpdesk
» Business Sector: BPO / Call Center BPO / Call Center
» expertise: service level,  service level, technical support,  technical support, coaching,  coaching, operational support,  operational support, sales,  sales, support,  support, technical,  technical, technical management,  technical management, troubleshooting,  troubleshooting, hiring,  hiring, client servicing client servicing
» Other expertise: non-voice non-voice
 
Recruiter details
»Employer's name Convergys India Services Private limited
»Company Description:

CONVERGYS India Services Private Limited
Convergys delivers consistent, quality customer practices in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an broad portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world.
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Job Category: Advertising [ View All Advertising Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Bangalore, Karnataka
Company Type Employer
Post Date: 03/19/2024 / Viewed 54 times
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