Type : Full Time
Location : Jangaon
Experience Required : 10 Year(s)
Industry : IT-Software/Software Services
Preferred Skills : Advanced Tech Support Customer Service Tech Support
Job Description :
-Ensuring SLAs achieved regularly as well as set objectives and communicate clear and achievable expectations [eg. Standards & Procedures]
-Manage the flow of day-to-day operations and resource requirements in-line with FTE standards
-Develop a strategy the team will use to reach its goal
-Multi-task with customer-focused and performance driven approach
-Groom people to their next levels and show success in managing people being a natural motivator
-Facilitate any training initiatives identified either through PDPs / skill gaps identified by PLs
-Adherence to TL best practice guides
-Ensuring performance is regularly monitored and adherence to the same communicated to management; where necessary recommendations made for performance improvement
-With regards to escalations, customers are kept informed of the updates regularly
-Working in collaboration with other leads to ensure speedy resolution of escalated customer issues
-Monitor team members' performance against trainings received and identify additional possible gaps in training
-Create and distribute reports to update the management on teams progress
-Contribute to the Quality Review process as a reviewer
Abilities
-A responsible attitude
-Consistent performer
-Ability to efficiently plan and prioritize team workload to meet deadlines
-Proven track record
-Good at planning ahead
-Superior communication skills including telephone, virtual methods, written and verbal skills
-Remaining calm under pressure
-Decision-making abilities
-Tech-savvy
-Good multi-tasker
-Prior experience of managing and motivating teams
-Proven leadership and management experience in a customer service/support environment
-Good time-management ability
-Ability to have authority but tactful with it
-Ability to influence and overcome objections
-Ability to interact with all levels of customers and associates
-Accurate record keeping
Qualifications and Essentials
-Bachelors degree in a full-time/regular course from a recognized university
-Minimum 10-12 years of experience in an Application Support/Customer Service-based environment with 3+ years of people management experience