- Manage and own operational performance, including SLAs, quality, compliance, and utilization.
- Manage and own team attrition while engaging the team to exceed SLAs.
- Set goals for the performance period and track performance against annual goals.
- Coach and mentor the team on client-specific processes.
- Provide training and development guidance to the team.
- Establish and manage strong relationships with key stakeholders.
- Understand client business requirements, propose and negotiate technical solutions, and ensure the successful delivery of solutions.
- Translate client business requirements for the internal technical team and ensure that the product/service is delivered to the client as per the agreed requirements and timelines.
- Facilitate the transfer of best practices and drive continuous improvement processes within the team.
Job Requirements :
- 5-9 years of experience in IT services & consulting industry with expertise in customer support or technical support.
- Strong leadership skills in a client-facing environment
- Bachelor’s degree required; a master’s degree in Business or Operations preferred
- Proficient in MS Excel, Word, and PowerPoint
- Strong teamwork, problem-solving, organizational, and process improvement skills
- Experienced team leader skilled in people development, coaching, and motivation
- Excellent communication and client management skills.