CBTS
Location
Chennai | India
Job description
Job Description:
Identifying - Coordinating Onsite team requirements and overseeing service delivery within the business context. Leading team's NOC - Communication Engineering resources, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Assessing Onsite team - customer feedback and using your creativity to establish, improve, and refine services for offshore. Remaining organized and meeting deadlines. Delegating responsibilities and supervising business operations for On-site team and for US management in certain circumstances Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities. Resolving conflicts or complaints from customers and employees. Monitoring activities and ensuring it is properly delivered and staffed. Analyzing information and processes and developing more effective or efficient processes and strategies. Establishing and achieving business and profit objectives. Generating reports and presenting information to upper-level managers or other parties. Ensuring staff members follow company policies and procedures. Other duties to ensure the overall health and success of the business. Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams.
Essential Functions:
Strong understanding of business management, financial, and leadership principles. Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills. Time and project management skills. Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies. Commitment to providing exceptional service to customers and support to staff members. Initiate, build and sustain productive relationships Serve as an escalation point for customer concerns if/when they arise Enforce standard methodologies, processes and tools Experience in creating rosters for assigning engineers in the shift.
Education:
A degree in Information Technology, Computer science or a business-related degree or equivalent work experience
Experience/Background:
12+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs Significant experience in a customer service role and business management role Work experience in a professional services industry, preferred Experience managing external vendors, commercial negotiations Excellent relationship building and interpersonal skills, including cross-cultural competence Proven delivery excellence ideally using Agile Strong leadership qualities and a passion for building high performing teams Digital marketing technology stack experience including Adobe Experience Cloud is preferred
Work Environment:
Preferred to work in EST hours.
Certification Requirements :
Certifications in Project Management, Business Analysis and Project Assurance would be beneficial to performing this role Familiarity with ITIL v2 or 3
Job Location: Chennai
Candidates with short notice or immediate joiners preferred. Interested candidates share your resume @ [HIDDEN TEXT]
Thanks,
Geetha
Senior Technical Recruiter
[HIDDEN TEXT]
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