Talent Acquisition & Head New Business at SearchEnds
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Senior Manager - Primary Support - Telecom/IT (6-8 yrs)
Primary Support- Sr. Manager
MISSION - WHY THIS POSITION EXISTS
- Lead team of Complaint Management, Service planning for non-Secure Power and VIP Customer Support.
- Managing daily operations to ensure the daily functioning of a team or group of employees.
- Articulate short- and long-term goals for the team and individual employee.
- Assign work to team members based on company needs, personal strengths and job knowledge.
- Selecting personnel for specific positions and providing training and professional development
Collaborating with management on employee and customer service issues
- Recognize and reward outstanding work performance to cultivate a positive and collaborative customer service culture.
- Ensuring a consistent standard of customer service.
- Preparing and presenting daily and monthly performance of the team.
- Immediately address problems of employees and taking care of their wellbeing.
- Design and execute programs for VIP customers.
- Provide differentiated and value-added services to our VIP customers.
- Work on different improvement projects to increase the overall efficiency of team's performance
- Work on digitization and deploy projects.
- Build strategy and accomplish the objectives of function
People Management :
- Develop personal growth development of team member
- Maintain staff by recruiting, selecting, and training employees.
- At least 15 team members team handling experience
- Experience in handling premium customer will be preferred
COMPETENCIES REQUIRED :
- Must to have Good to have
Technical Competencies :
- Engineering mindset and ability to understand products specs and functionalities
- Quality tools and systems awareness
Six sigma green belt :
Functional competencies :
- General people management experience
- Understanding of problem solving and logical mindset
Behavioral Competencies :
- Customer oriented mindset
- Team player
- Effective communication
- Influencing skills
- Excellent interpersonal skills