Assistant Manager (Technology Support)

Deloitte

Deloitte is seeking to employ an Assistant Manager – Technology Support.

Role Responsibilities:

  • Manage and monitor SLA’s
  • Manage day to day performance of the team
  • Leave Management, Schedule Management to ensure smooth operations
  • Review daily/weekly/monthly stats for performance of respective team
  • Provide coaching and mentoring to Senior Coaching analyst and Frontline analysts
  • Be a mentor and assist in training for other analysts
  • Identify training opportunities and work with training team to develop training materials and deliver training as needed

See Also: New Career Updates at Tetra Tech

  • Handle escalated customer contacts
  • Acts as a Performance Management Counsellor in year appraised based on the need of the business line
  • work towards improving talent survey engagement scores and drive initiatives.
  • Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
  • Maintain good relationship with our client teams
  • Review timesheets of the team members
  • Provide input for hiring decisions
  • Should act as coach, mentor and career counsellor for team members and help them achieve their goals
  • Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Qualifications

  • Minimum of 7 – 8 years of Call Center experience in a contact center with a minimum of 2 – 3 years’ experience in handling 15 – 20 FTE’s
  • Any bachelor’s degree required with master’s degree being an added advantage.
  • Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
  • Leadership and organizational abilities Desired.
  • Excellent people handling skills with expert knowledge of the contact center operations.
  • Proven ability to support internal or external business clients
  • Self-motivated, team player, action and results oriented
  • Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
  • A flair to serve the employees living servant leadership principles
  • Previous experience of working with Global teams is an advantage
  • Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
  • Experience with recruiting and performance evaluation processes
  • Ability to perform under pressure
  • Willingness to work in rotational shifts including night shifts and working on weekend.
See also  Senior Analyst (Technology Support)
Check Also:

How To Submit An Application For Level 1 Assistant Manager – Technology Support

To submit an online application, click on this Link

Deadline: 15th December, 2022

 

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