Supervisor/Manager - [N423]

Supervisor/Manager - [N423]

15 Jan
Bangalore Rural

15 Jan


Bangalore Rural

Essential duties and responsibilities include the following.


- Practice responsibilities characteristic of a manager in a technical support department including mentoring, coaching, giving feedback, driving results, managing escalated calls, and employee retention.
- Work with senior management to insure effectiveness of service policies and practices.
- Work with HR and Technical Support leadership to recruit, identify, and screen applicants for Technical Support positions.
- Hold weekly staff meetings.
- Conduct employee one-on-ones and yearly performance reviews.
- Actively manage the performance of the team.
- Define goals and expectations for direct reports.

- Measure and report attainment of goals on a weekly basis.
- Contribute in cross-departmental management activities.
- Seek and take action on improvement opportunities.
- Advocate internally for customer needs.
- Meet standard performance goals.


- Experience with ACD systems and related reporting.
- Excellent communication skills, both written and verbal.
- Must be able to relate and communicate to all types of customers and situations (internal and external).
- Excellent organizational skills.
- Superior trouble shooting and analytical skills in conjunction with a structured systematic approach to problem solving.
- Must be a self-starter, have good organization / interpersonal skills and work well both independently and as part of a team.
- Documented track record of successfully meeting or exceeding performance requirements.
- Demonstrate excellent written and verbal communication skills. Prior experience in communicating with customers is required. Prior experience in technical training is a plus.

Qualifications include:
Bachelor’s degree or equivalent work experience.
Minimum 8years of experience in a direct client role in a complex software products environment Specialized knowledge with minimum 4years of management experience
Experience and exposure to the education / K-12 industry
Excellent communication skills

o Demonstrated ability to manage client relationships

Comfortable with fast paced environment and all aspects of change management
Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
Other characteristics such as personal characteristics
Achieving measurable results – be the trusted partner to customers
High responsiveness, persistence, 24x7 mentality with a strong work ethic and excellent client service skills.
Willing to work in shifts as required from time to time.

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