Site Director - Technical Support - IT

Job Description:

Duties and Responsibilities ;

The duties and responsibilities of the Site Director of Technical Support includes:

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

- Assisting in developing an annual/Quarterly/Half yearly 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, if required. Succession planning, hiring and training practices, coaching practices and 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.

- Client interfacing is mandatory Desired Skills & Experience 15+ Years of experience in the IT / ITES sector preferably from technology support background.

- Operations Management/People Management with excellent Communication.

Experience in Technology - Telecommunication/Networking Industry (Preferably from TAC background).

- Minimum Qualifications Possess a Bachelor Degree in a relevant field preferred.

- Extensive experience in a leadership or management role, preferably in the Internet sector Strong technical background.

- Previous experience with process improvement

Core Competency Requirements :

- Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels.

- Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities.

- Ability to communicate with and understand the requirements of professional staff in area of specialty and communicate these requirements to technical staff.