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Technical Team Manager
hace 2 semanas
DUTIES AND RESPONSIBILITIES:
Responsible for the day-to-day supervision of a group of call B2B tech support contact centre associates
Effectively coach direct reports on their performance on a regular basis
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to customers meets contractual KPIs and financial expectations
Conduct in-dept Root Cause Analysis (RCA) of missed KPIs with quality and technical support functions, to determine correct actions plans with owners and timelines, and lead the improvement action plan to completion
Communicate expectations to employees and provide timely updates
Serve as an escalation point of contact for our customers and their clients/representatives
Provide SME expertise in handling escalated customer calls, when required
Prepare, conduct and participate in weekly, monthly and annual business review meetings with customers and organization leadership
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
Schedule and organize team activities
Stay current on internal work processes, policies and procedures
Attend required manager development training
Promote the Company's values through both behaviour and attitude, including being an advocate for team members.
**REQUIREMENTS**:
Associate's degree in related field with minimum two to four years of relevant experience preferred
Dynamics FNO APPS - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft Dynamics products, if not, on any other), or having worked in a B2B tech support environment, or self-learnt skills
Windows Commercial - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft products,), or having worked in a B2B tech support environment, or self-learnt skills
Azure ASMS - exposure to Azure platform highly desirable, either by way of technical certifications, or having worked in a B2B tech support environment, or self-learnt skills
Dynamics FNO TECH - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft Dynamics products,), or having worked in a B2B tech support environment, or self-learnt skills
Dynamics FNO APPS - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft Dynamics products, if not, on any other), or having worked in a B2B tech support environment, or self-learnt skills
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Experience in a supervisory role in a B2B environment, leading a team of tech support resources
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Ability to handle sensitive client communication and end-customer engagement
Willingness to work on a flexible working schedule.
BENEFITS:
Excellent remuneration package based on experience, skills and performance
Be part of a dynamic and creative team with positive and friendly atmosphere
Guidance and tools to reach your full potential.
