Senior Team Manager

4 weeks ago

Hyderabad, Telangana, India Ivy comptech Full time

About The Role

Ivy Comptech is seeking a Customer Service Director to lead our frontline team in delivering exceptional customer satisfaction, ensuring efficient operations, and quality compliance. As a key member of our operations team, you will provide excellent leadership and team development, ensuring team members are fully engaged to respond to customer requirements in line with contractual and service level requirements.

Functional Responsibilities:

  • Ensure customers can make contact when required, and to be able to do so efficiently, monitoring and managing queue lengths and call wait times, keeping to a minimum.
  • Maintain all Service Level targets and ensure these are met on a daily, weekly, and monthly basis, monitoring and identifying service level challenges.
  • Oversee the management of all incidents, queries, or service requests through to successful resolution and closure, providing incident management and support to customers and resolver groups in accordance with standard procedures and customer obligations.
  • Ensure functional communication with customers and all service delivery teams, acting as a point of escalation for complaints, enquires, or issues, in accordance with the complaints/escalation handling process.
  • Participate in client reviews and other required meetings as appropriate.
  • Ensure that business stakeholders are informed as and if required of major outages, utilizing the emergency message function of the Retail Service Desk.
  • Proactively identify areas within scope that require improvement, delivering an improved procedure/process or tool.
  • Provide leadership to team members, ensuring they are able to deliver consistent and effective support to the customer, ensuring that team members attend appropriate training.
  • Continually drive change and improvement within the team, fostering a culture of improvement, including clear avenues for input of suggestions.
  • Participate in hiring activities and conduct candidate interviews when needed.

Specialists Skills and Experience Required:

  • Good understanding of applying the ITIL framework.
  • Experience of coaching and/or mentoring staff.
  • Excellent verbal and written communication skills.
  • An active/empathic listener.
  • Excellent organizational skills with the ability to multi-task.
  • Ability to manage own time effectively and to be prompt and punctual.
  • Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources.
  • Ability to be flexible, multi-task, and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
  • High level of professionalism and ability to maintain confidentiality.
  • Able to deliver high standards of Customer Service and recognize different customer needs.
  • Ability to work under pressure and to tight deadlines.
  • Proven ability to build effective relationships with colleagues and customers and within a team.
  • Flexibility to work in different shifts along with rotational week offs (including night shifts) with minimal notice.

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