Square Business Services Pvt Ltd
Location
Secunderabad | India
Job description
As the Client Technical Support Manager, you will play a crucial role in ensuring the smooth operations of our technical support services for our valued clients. Reporting to the Sr. HRIS Manager, you will lead a team of dedicated professionals and work closely with cross-functional departments to deliver exceptional client support.Â
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Lead and manage the Client Tech Support team, providing guidance, coaching, and mentorship to ensure high performance and customer satisfaction.
2. Oversee the day-to-day operations of the contact center, which includes a call center and ticketing system, ensuring timely and effective resolution of client issues.
3.Collaborate with other departments to enhance the overall client experience, identifying opportunities for process improvements and implementing best practices.
4.Develop and maintain a library of well-crafted and effective templated responses to streamline communication and enhance efficiency within the client tech support team.
5. Conduct weekly quality assurance checks and check-ins with each agent, reviewing weekly metrics to provide feedback, coaching, and support for continuous improvement.
6.Provide scheduled reporting to leadership on current metrics and Key Performance Indicators.
7. Analyze support metrics and data to identify trends, areas for improvement and opportunities for training and development.
8.Ensure monthly compliance with SLAs through meticulous planning and execution of support operations.
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Competencies
1. Ethical Practice
2. Business Acumen
3. Proven ability to handle multiple projects and meet deadlines
4. Excellent written and oral communication skills
5. Ability to work with all levels of management
7. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
8. Proficient with the Microsoft Office Suite products to include Outlook, Word and Excel
10. Good judgment with the ability to make timely and sound decisions
11. Ability to work in a team oriented environment.
12. Self-motivated with the ability to work independently and confidentially
Requirements:
1. 5 years management experience
2. 3 years call center experience managing high call volumes
3. SLA and Metric knowledge
4. Intermediate Excel skills, including pivot tables and lookup functions
5. Ability to multi-task and prioritize assigned project to meet deadlines
6. Self-motivated; ability to take on assigned tasks with minimal supervision
7. Strong verbal and written communication skills; comfortable speaking with 3rd parties and client personnelÂ
Job tags
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