Pro-Vigil - Senior Director - Support Services

The role of a Senior Director - Support Services involves the strategic ownership regarding coordination and execution of operations teams responsible for all technical and customer support.

This role will work directly with the USA counterparts to ensure global coordination of our service delivery.

In addition, this role will work closely with the operations support and engineering leaders to ensure platform stability, adherence to system documentation and manage the update process to ensure :

1. Customer uptime requirements are handled efficiently and effectively.

2. Customer satisfaction is 100%

3. New platform requirements training and platform awareness.

4. Proactive solution approach

5. Strategic leadership and organizational excellence

Duties, tasks, and responsibilities :

- Establishes and implements short and long-term goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement.

- Provides strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus.

- Responsible for the Organizational performance, headcount, budgeting, and execution.

- Contributes to and actively manages performance metrics for their leadership team, comfortable being a mentor.

- Ensure delivery of KPIs including day-to-day service levels, customer experience, quality measures and compliance measures.

- Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized.

- To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams.

- The continuous identification implementation of operational best practices through interaction with the wider team.

- Motivate and effectively performance manage Support Service Managers within the account to ensure delivery of overall targets and business plan.

- Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams.

- Identifying and highlighting further opportunities for services and process improvements.

- Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation.

- Demonstrate the ability to translate business strategy into day-to-day delivery.

- Setting and reviewing Quality performance standards.

- Responsible for the direct oversight and management of the performance management system and disciplinary actions as needed.

- Responsible for Business Continuity Planning at a daily, weekly and quarterly basis. This includes team staffing coordination, work from home planning and disaster recovery plans.

Required Candidate profile :

- Education and Training: Bachelors / Masters degree in operations management or business administration, or in a similar discipline with experience. Experience in the field of Blended Contact center operations is highly preferred.

- Expertise in installation and configuration of Switches & Routers, DHCP, DNS. IIS, Proxy, Exchange Server, Troubleshooting Ethernet Networks and Avaya VoIP telephones TS & installation.

- Experienced in managing large (>100 employees) multi-site / Multi-skilled contact centers or experience of working in an Outsourcing or contact center operation

- Strong track record of leadership, people management, communication and influencing skills at a senior level

- Well-versed in using CRM systems.

- Well-versed with day-to-day MIS operations and reporting.

Skillset :

- Expertise in Networking Fundamentals, Troubleshooting

- Hands-on Device Health Metrics, Device Management and Investigation.

- Hands-on Storage solutions with NAS, SAN etc.

- Knowledge on CCTV VMS and infrastructure design and implementation.

- Process Management Skills: Ability to identify, design, create, and fulfill processes in operational gaps

- Service Delivery Management Skills: Ability to review, identify, and manage ticket operations through service lifecycle and process management

- Time management and Project management skills: Ability to estimate and prepare plans, and ensure timely completion of projects

- Leadership Skills: They are experienced in managing technical human resources to meet the requirements of an organization. Handle communications to senior management and ensure timely project reporting

- Team Management - 30%, Operations - 30%, Troubleshooting - 10%, Stakeholder management - 30%

Work Hours : 45-50 hours week (typical), as needed to meet company objectives and team deliverables.

Probable work hours : 12 pm - 9 pm, Monday - Friday

Perks and Benefits Salary Best in the Industry, Looking for Immediate Joinees