Team Manager - Tech
Team Manager - Tech
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
- Lead manage and support a team of customer support agents ensuring effective handling of customer queries and troubleshooting issues.
- Responsible to meet their Teams KPI performance and ensure that underperformance is managed
- Provide support to the team by acting as the first line of escalation for customerrelated queries in order to provide exceptional customer service.
- Interact with Onshore staff and provide feedback & performance plans.
- Discover training needs and provide regular coaching
- Analyze data & identify RCA for feedback & holistic coaching
- Be directly responsible towards fostering the development of the team by motivating them and ensuring career advancements
- Evaluate and coordinate operational administrative IT and HR issues for the team
- Management of the teams absenteeism and attrition.
- Identifies and analyses problems; distinguishes between relevant and irrelevant
Qualifications :
Our most successful candidates will have:
- Technical Proficiency: Strong computer literacy with the ability to quickly learn
- Technical Knowledge: Basic understanding of CSS HTML and WordPress is highly advantageous. Proficient in Microsoft Office applications such as MSExcel and PowerPoint.
- Troubleshooting Skills: Confident and competent in diagnosing and resolving technical issues.
- Team Leader Skills: Strong leadership and people management abilities with experience in coaching mentoring and developing teams. Ability to analyze agent and team performance data identify trends and create effective action plans. Strong customer orientation with a serviceoriented attitude.
- Communication: Fluent in written and verbal English with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals. Able to present findings data and recommendations to internal and stakeholders.
- Leadership and Time Management Skills: Demonstrated ability to multitask prioritize and meet timelines of deliverables. Selfstarter has a sense of urgency and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop good relationships. Effective problemsolving skills.
- Personal Attributes: Highly Energetic & Enthusiastic. Works effectively as part of a team and collaborates across functional teams.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
