
Customer Service Team Lead
2 days ago
Role Overview
As a Senior Service Delivery Manager, you will be responsible for leading a team of technical support engineers to achieve targets and quality standards. You will develop and implement processes to ensure high-quality service delivery to internal and external customers.
- Manage a team of technical support engineers to achieve targets and qualitative standards.
- Develop and implement processes to ensure high-quality service delivery to internal and external customers.
- Prepare reports for management to monitor service delivery metrics.
- Implement methodologies to improve first call resolution and process execution.
- Guide team members towards a customer-centric approach.
- Analyze technical support desk activity to increase organizational efficiency and effectiveness.
Requirements:
- Bachelor's or Master's degree in a relevant field or equivalent experience.
- Minimum 5 years of experience in a service environment, including at least 2 years as a people manager.
Key Competencies:
- Good technical understanding and product knowledge.
- Independent with excellent communication skills dealing with customers and stakeholders.
- Aptitude for critical thinking and improvement suggestions.
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