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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.