Deputy General Manager/General Manager - Operations - Communication/Media/Technology

Responsible for executing the Technical Support strategy and tactics that will improve the customer experience and build emotional loyalty allowing greater impact to overall sales and revenue. The focus is to drive the business forward in creating stronger relationships, converting more prospects to become customers, increasing sales, managing a large budget, creating operational efficiency, and lastly creating a fun and motivational environment that attracts the best of the best.

- Developing and achieving Technical Support objectives and goals to support the organizational vision.

- Managing and directing a team of Technical Support, Business Services and Service Resolution

- Technical Processing Leaders while leading the development of the vision and strategy for the Sales & Service team.

- Assisting in developing an annual business plan to incorporate best call centre practices to meet market and company needs.

- Ensuring targeted service and performance standards are achieved or exceeded.

- Executing tactical plans and initiatives that exceed customer expectations via phone, email and web- resulting in increased customer satisfaction and sales and Associate satisfaction that will be realized in lower attrition and higher productivity.

- Executing additional projects such as synergy initiatives with sister companies, succession planning, hiring and training practices, best sales and coaching practices, cross-functional corporate initiatives.

- Establishing and managing communication channels within and among departments- being the liaison to provide customer feedback to the Senior Management Team