Manager - Service Desk/Technical - BPO

Relevant Exp of 7 years with International BPOs.

Min Exp of 1.5-2 Years in a Managerial role.

Main key point –

1- People Management experience at least 1+ yrs / handing a team around 20 + people

2- Should have Service Desk (initial in carrier) experience / technical experience

3- Rotational shift

4- Exp- 6 to 9 yrs

Location Noida

Directs the efforts of others in the achievement of the strategic and operational objectives of the group.

- Manages the hiring, staffing and maintaining of a diverse and effective workforce.

- Responsible for career development/planning, performance and pay discussions of team members.

- Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.

- Responsible for achieving target customer satisfaction levels within the technical support organization.

- Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.

- Assists in the development and implementation of strategic plans, initiatives, and direction.

- Works with customers and internal teams to resolve issues.

- Resolves customer escalations as appropriate.

Provides direct supervision to a large team of operational, production, sales, service or administrative team members or a small staff of professional level team members.

- Contributes to area by ensuring quality of tasks/services provided by self and others.

- Accountable for budget, schedule, and results of a project team or work group.

- Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.

Applies advanced knowledge of technical/ administrative skills to leverage the skills of others.

- May be responsible for specific projects that span multiple teams.

- Develops an understanding of internal operations and how related teams interact to achieve results.

Plans and oversees the daily activities of a team.

- Assigns tasks and verifies accuracy of work.

- Establishes deadlines for completing assignments.

- Provides training and guidance to others.

- May spend a portion of the time performing the work of the team.

Promotes collaboration and accountability to meet team goals.

- Listens and provides input to team members.

- Keeps leadership informed and up-to-date on achievement of team objectives.

- Sets and communicates clear expectations for work outcomes and manages performance.

Maintains internal and/or external customer relationships.

- Assumes responsibility for service quality.

- Assumes responsibility for sales objectives.

- Frequently interacts with subordinate supervisors and functional peer groups.

Kindly Contact: hema@signaturestaffindia.om