Tek Experts

Tóm tắt công việc

** Overview:
The team manager has a pivotal role to ensure exceptional customer service is delivered through your team of support engineers. You will build, manage, and develop an end-to-end service operations team of 15-20 passionate professionals and be responsible for the overall performance of the team. Acting as a key business leader, you will be a key point of contact for customers, delivery teams, and senior management from both Tek Experts and Clients. You will also be the primary resource for coaching and development of your direct reports to further prepare them for their career journeys.

** Duties and responsibilities:
* Operational:
• Lead a customer support team of technical/non-technical individuals
• Provide feedback to the team, based on observations, feedback coming in from customers and stakeholders to ensure delivery of exceptional customer service
• Team Capacity Planning and Payroll Management including absences (sick, planned, holidays, overtime), timecard approvals and daily scheduling
• Act as a primary escalation point for operational issues in the team, contact point for our customer’s delivery management
• Provide accurate and timely communication to all applicable parties on any customer support issues
• Attend regular operational and business review meetings
• Monitor and analyses specific KPIs to ensure proper delivery of the business
• Participate in reviewing processes and workflow to diagnose areas for improvement
• Build and send updated reports to management team (site manager, global operations manager, office manager, etc.) as required
• Ensure that the team has the correct actions in place (Service Improvement Plans) to correct under-performance or drive further improvement
• Ensuring appropriate systems are updated with CSAT/KPI analysis, coaching analysis and behavioral improvement efforts
• Contribute to Site development initiatives

*People:
• Coaching team members to support their personal development and promote a culture that encourages top performance and high morale
• Actively participate in attracting, retaining, and developing talent while driving culture and engagement initiatives
• Ensure a relevant training plan, processes, and tools are in place, providing career development planning and opportunities to all members of the team
• Key participant in the performance management process, looking after top talents – ensuring visibility of resource & succession planning.
• Encourage employee contribution through goal setting, feedback, and performance development planning
• Develop strong, trusting relationships with each team member. Recognize and celebrate strong individual and team performance
• Work with team members to create challenging & achievable goals while creating an atmosphere of success. Ensure employees know what is expected of them at work so that they can commit, deliver, and focus on what matters most
• Manage policy compliance
• Span of control ensuring the teams are well balanced with the right capacity to handle the work volume.

• Bachelor’s Degree or other business degree
• Certification in a specified supported technology and/or application; Professional IT Certifications (CCNP, MSCE) or ITIL Certification will be an advantage
• 2+ years of people management experience in the customer service field
• Experience in supporting cloud-based technologies
• Relevant hands-on experience with sector related technologies/ applications
• High management and service delivery skills with the ability to handle complex situations.
• Excellent communication and collaboration skills with both reports and senior leaders along with executive level stakeholders
• Experience with data analysis and reporting
• Experience with process improvement; quality measures and analysis
• Problem solving and escalation management
• Understanding of cloud computing technologies, or emerging technology trends
• Intermediate level of fluency in English is essential, both written and oral