Senior Manager - Primary Support - Telecom/IT

Primary Support- Sr. Manager

MISSION - WHY THIS POSITION EXISTS

Operations :

- 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.

Internal :

- 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.

Relevant :

- At least 15 team members team handling experience

- Experience in handling premium customer will be preferred

Experience :

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