Team Manager

Role: Team Manager

Location: Bangalore

Education: Bachelor Degree

Experience: 8 to 13 years

Shift: Rotational including Night Shift

Job Description:

• To manage the day-to-day operations with a team of support engineers and meet the required service levels, quality, and productivity.
• Maintaining SLA targets on a monthly basis to achieve desired KPIs, including absenteeism and attrition within the team.
• Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers.
• Suggest process improvements, Value Adds and Improvement plans as required.
• Attend Weekly Review with Client.
• Ensure all Company policies and procedures are implemented consistently and fairly.
• Implement best practices on the floor.
• Monitoring, coaching and feedback, the responsibility to ensure Top-notch customer experience in every call.
• Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms.
• Compliance to log-in, log out & scheduled breaks of agents.
• Conducting performance appraisal for the team.
• Mentor team members to bring out the best among them.
• Conduct periodic appraisals and publish reports/dashboards to management.
• Should undertaken overall people management for the team.
• Certification in Linux / AWS Cloud / ITIL / MS Azure - Will be considered added advantage.
• Should be from Technical Support Domain.

Roles & Responsibilities:

• People management
• Drive Team/Site/Org Level Metrics
• TAC Operations
• Client Interaction
• Performance Management
• People Management
• Client Management
• Queue Management
• Escalation Management
• MIS and reporting

Note: A Team Manager with prior experience in cloud support is required.