Job Description

Oversee the day-to-day operations of the Support Team

Provide direct supervision of the support staff which may include recruitment, evaluations, and disciplinary actions

Strong leadership and people management skills, with the ability to motivate and inspire a team of support analysts to achieve goals and deliver exceptional customer service.

Act as a mentor and provide oversight, coaching, and training to support team.

Excellent technical troubleshooting and problem-solving skills to analyse complex issues and provide effective solutions.

Proven experience in managing support operations, including developing and implementing support strategies, policies, and procedures.

Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.

Strong customer service orientation with a dedication to delivering an outstanding support experience.

Proficiency in using support tools and systems to manage and track customer issues.

Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.

Excellent organizational and time management skills to prioritize tasks and meet deadlines.

Implement any necessary preventive measures to reduce customer faults and issues

Familiarity with software and hardware technologies, systems, and networks.

On-board all new technical support team members and functional training.

Create and supervise team KPI, SLA, and Quality standards .

Preparing support team performance Analytics, measurable matrix, quality , and reporting.

Job Overview

Oversee the day-to-day operations of the Support Team

Provide direct supervision of the support staff which may include recruitment, evaluations, and disciplinary actions

Strong leadership and people management skills, with the ability to motivate and inspire a team of support analysts to achieve goals and deliver exceptional customer service.

Act as a mentor and provide oversight, coaching, and training to support team.

Excellent technical troubleshooting and problem-solving skills to analyse complex issues and provide effective solutions.

Proven experience in managing support operations, including developing and implementing support strategies, policies, and procedures.

Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.

Strong customer service orientation with a dedication to delivering an outstanding support experience.

Proficiency in using support tools and systems to manage and track customer issues.

Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.

Excellent organizational and time management skills to prioritize tasks and meet deadlines.

Implement any necessary preventive measures to reduce customer faults and issues

Familiarity with software and hardware technologies, systems, and networks.

On-board all new technical support team members and functional training.

Create and supervise team KPI, SLA, and Quality standards .

Preparing support team performance Analytics, measurable matrix, quality , and reporting.

Roles & Responsibilities

Bachelor s degree in computer science or equivalent

Proven Experience as an Operations Manager (preferably at Contact Center)

5 to 10 years of experience in operations management or a related area.

Excellent communication and interpersonal skills

An excellent team builder and motivator who will thrive on working closely with the team to achieve challenging but exciting targets

Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure

Using initiative can recognize when performance based incentives need to be added

Ability to adapt to change

Develop training programs (in collaboration with offshore team) to enhance the teams skills and knowledge.

Improve customer satisfaction metric, through stable transparent service

Deliver better than agreed customer SLAs.

Identify and suggest process improvements as they arise.

Work closely with the Quality Tea m: