Mgr I, Tier III-Prod Sup

Overview

Lead and manage Tier III product support staff, ensuring SLA compliance and process improvement.

Key Responsibilities

• risk mitigation
• escalation management
• sla monitoring
• team leadership
• process feedback
• cross‑team collaboration

Tasks

-Identifies factors that may pose a risk to achieving service level agreements and finds ways to mitigate the risk. -Serves as escalation point for staff challenges and soliciting staff input for process improvements. -Monitors escalation backlog to ensure team is able to meet SLS standards. Mitigates increase in backlog by redistributing escalations and even working escalations to ensure the team is meeting SLS. -Exercises independent judgment in managing Tier3 team performance and maintains discretion in significant matters. -Builds effective working relationships across product support teams and internal departments. -Leads the local Tier3 team by monitoring and coaching staff performance. As such, works to ensure each team member is engaged, growing, and taking ownership for their work. -Manages escalation plan when objectives are not being met. -Manages a team of developer analysts who handle Tier3 escalations -Meets regularly with Tier3 leadership team to receive and provide feedback for opportunities to improve process and team performance. -Collaborates with the US Tier3 leaders, providing local leadership to designated members of the Hyderabad Tier3 team. -Oversees all real time and intraday activities to ensure service level agreements are being met and recommending solutions to operational issues as needed. -Facilitates constructive feedback loop to Product Support, Product and Engineering teams for improvements to process, product and customer experience.

Requirements

• bachelor's degree
• operations management
• customer service
• multi-channel
• data driven
• leadership

What You Bring

-Bachelor's degree in business, Management, or related field. -Customer Service experience and notable accomplishments in a customer/client service/customer support environment. -Strong knowledge of robust technology in a multi-channel customer support operation (i.e., voice, email, web, chat, etc.). -Demonstrable experience in driving results and management of teams to improve and exceed expectations. -6+ years of Operations Management experience -Ready to work in US shift. -Data driven/analytical orientation. -Demonstrate sound judgment and fairness when administering policies and procedures. -Highly engaged and customer focused with strong demonstration of customer service techniques and excellent interpersonal skills. -Highly motivated and committed individual to meet department and corporate objectives. -Must exhibit excellent leadership, communication, and interpersonal skills -Proven track record in Operations role, including the ability to improve processes, workflows, deliver substantial savings and achievement of operational targets. -Must thrive in fast paced environment contributing to positive culture. -12 to 14 years of experience managing an international voice/Chat teams of at least 50+ customer support representatives or operational staff. -Ability to work in matrix environment and collaborate with technical support.

People Also Searched For

About realpage india

Nope

Sector Specialisms