Team Manager

For one of the leading IT Company based out of Bangalore

The Role

This position is responsible for supervising and enhancing the performance of a team of Support Engineers & technical leads, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.

The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. 

Responsibilities:

The Team Manager will interact with customers with regards to case progress and handle politically hot or dissatisfied customers. The person will be responsible for achieving a high level of customer satisfaction at both the team and organizational level.

The Team Manager will lead, schedule, coordinate, meetings, and projects relevant to the team and unit; as well as address daily issues that affect support at the team and the unit levels. The person will lead and interact about support issues on a cross-site and/or cross-unit basis, as well as conduct employee performance reviews/evaluations, besides conducting regular career planning sessions with employees. 

Candidates Profile

• At least 2-3 years of experience of leading teams/ managing team performance with strong focus on customer service and having overall experience of 7 - 13 years in similar industry
• Strong Customer handling skills
• Knowledge of Microsoft technologies or relevant programming languages.
• Advanced communication and problem solving skills
• Should have worked in a global environment
• Knowledge of Quality initiatives such as COPC or Six Sigma would be desirable

Critical Exposure areas:

• Manage & develop a team of Support Engineers to deliver the highest level of customer satisfaction to the customers
• Assist teams in training and development as well as technical coaching and mentoring.
• Interact with customers on a regular basis to enhance customer experience
• Drive and implement changes to develop people and take accountability of daily issues that affect service delivery. 
• Manage Metrics and ensure process adherence

Reporting to: Group Manager 

The position requires working in NIGHT SHIFTS and provides VOICE-BASED SUPPORT