Direct client requirement – Ram@fabergent.com
One of my client located at Austin(TX) is looking for a CSR - Manager. This is a Full time opportunity.
Below is the complete job description for your review. If you are interested, send your resume to ram(at)Fabergent(dot)com.
For quick consideration, do not change the subject line.
Job Description – Manager
Work Experience
- Overall experience of 8+ years with atleast 2 years in managing a Helpdesk/ Technical Support in Manager role
Technical Skills
- Proficiency in Excel & other analytical tools
- Good to have skills
Ø Transition Experience
Ø Knowledge of SIX Sigma
Ø ITIL certification would be desirable
Other Essential Skills
- Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service
- Proven experience of initiating positive changes in a helpdesk environment
- Device personal development plan for the team Leaders
- Identify opportunities for value ads
- Define and maintain a comprehensive RCA and Post-mortem process
- Create and maintain quality indicators of department's services for problem and change activities
- Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
- Good analytical skills and Presence of Mind
Competency
- Manage helpdesk team leads, ensuring agreed targets are met and relevant qualitative standards are achieved
- Develop and implement procedures to provide high quality services both internally and externally
- Generate ideas and implement methods to improve call resolution
- Responsible for putting in place enhanced reporting structures for early identification of product faults to minimize impact on business
- Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations
- Manage staff levels and scheduling to provide full cover during required business hours
- To optimize customer support, provide staff with regular training and appraisals
- Relies on extensive experience and judgment to plan and accomplish goals.
- A wide degree of creativity and latitude is expected.
- Establish and maintain a service oriented culture in the help desk
Responsibilities
- Managing Operations of the Helpdesk
- Monitor and Analyze the SLAs are being met
- Continually strive for process improvement
- Report status to Practice/ Delivery head
- Managing of Disaster Recovery Plan (DRP) to ensure no interruptions in performing daily operations
- Analyze workflow and assignments to ensure efficient operations; develops/implements process, program or service improvements to meet such needs
- Handling escalations received from the client
- Determine resources allocation levels and directs space/facility planning efforts to meet client/project needs
- Ensure accurate generation, timely delivery and efficient analysis of weekly and monthly reports, focusing on creating precise and true records of performance, optimum utilization of resources for higher efficiency
- Client interaction and business discussion
- Setting KRAs for the TLs and appraise them monthly
- Co-ordinate with the counterparts in the Parent company to ensure smooth delivery of operations and relationship management
- Attend and co-ordinate monthly Helpdesk Review Call with the Client to review the process performance and set action plans
- Review Process Dashboards
- Review Individual metric presentation for internal review
- Analysis of process specific defects
- Act as a facilitator between various support functions to address issues raised by the associates
- Coordinate with TL and voice coach to identify the training needs for associates and address them accordingly
- Identifying the career aspirations with TL's for grooming associates for the next level
For more requirements visit : www.ramatfabergent.blogspot.com || Ram – 701-526-3400 || 63, Ramapo Valley Road, Suite 214. Mahwah, NJ 07430.