Bilingual Technical Team Manager
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Bilingual Technical Team Manager

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22/05/2018 - ACTUALIZADA

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1 vacante

Descripción de la oferta

? Own and monitor the performance and calibration on team members
? Frequent 1:1s with team members to solicit feedback on inefficiencies or team­related issues
? Deliver performance reviews to team members
? Own and create performance improvement plans
? Communicate vision and strategic vision changes
? Track case handling and time management
? Review and improve case handling flow
? Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results with client.
? Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team and share the initiatives and results with client
? Manage the performance and career development of the technical support team
? Manage responsive relationship with client to build productive, retention­oriented team culture
? Report weekly according to the KPI performance codecalls
? Own, prepare content, and present reporting for WBR/MBR/QBR
? Handle all agent scheduling

Skills Required
? 3 to 5 years as supervisor/manager experience in Technical Support
? Understanding client/management needs to delivery better quality results.
? Deep understanding of different business levers which drive business metrics.
? A strong sense of business ownership and customer focus
? Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult andsensitive situations involving the most critical and politically charged.
? Build strong relationships with customers.
? Management and leadership experience preferable in Product Support
? Effe




1 año de experiencia

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