Operational Support Manager
3 weeks ago
Job Overview
Capgemini seeks an experienced Operational Support Manager to lead the overall operations of a helpdesk or support center. This role is critical to ensuring all systems and manual processing meet Service level agreements.
Key Responsibilities
- Manage overall operations of a helpdesk or support center.
- Ensure all systems and manual processing meets Service level agreements.
- Manage escalations.
- Service Issue management.
- Stakeholder Management and relationship building, Client focus and responsiveness.
- Identifying areas for improvement, and ensuring high levels of customer satisfaction.
- People Management and grievance handling.
- Work closely with Management and share periodic Service delivery reports and review decks.
- Performance Management and team performance appraisal.
- Managing budgets.
Requirements
- Strong process knowledge in workforce administration/Employee data administration.
- Strong project management skills applied in a business/corporate environment.
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