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Manager- Technical Support, Hardware Technical support, Voice

Keywords / Skills : Manager- Voice Hardware Tech support, BPO tech support

6 - 14 years
Posted: 2018-02-21

Nationality
India (Candidates authorized to work in the above mention countries are also eligible to apply)
Industry
Entertainment/ Media/ Publishing
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
IT
Role
Customer Service Executive (Voice)
Technical Support Executive ( voice)
Operations Manager
Education
Any graduate
Posted On
21st Feb 2018
Job Description
• 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 accordance with the organization’s policies and applicable legal requirements

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

• Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving

• Create and maximize relationships with client partners

• Provide leadership 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 
-Driving change management and vice based techsupport team

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

• 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



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