Technical Support Manager

Have excellent communication skills both written and spoken English

Have excellent analytical skills & quick to think on their feet

Good customer service skills

Time management, efficiency, the ability to meet deadlines and work with minimal

supervision are all important

Have a logical approach to problem solving look for the simplest / most elegant

solution to a problem

Should be flexible with Rotational Shifts & rotational week offs

Responsibilities:

The job roles and responsibilities are,

1. Team Leadership:

Lead and supervise a voice technical support team, ensuring effective communication

and collaboration.

Foster a customer-focused and service-oriented culture within the team.

2. Call Center Operations:

Oversee the day-to-day operations of the voice support call center.

Monitor call queues, agent performance, and service levels to meet or exceed set

targets.

3. Training and Development:

Conduct ongoing training sessions for voice support representatives to enhance their

technical skills and customer service abilities.

Ensure that team members are well-versed in product knowledge and

troubleshooting techniques.

4. Quality Assurance:

Implement quality assurance programs for voice support interactions to maintain

high standards of service.

Regularly review and assess recorded calls for accuracy, professionalism, and

adherence to established procedures.

5. Performance Metrics:

Set and track key performance indicators (KPIs) related to voice support, such as

average handling time, first-call resolution, and customer satisfaction scores.

6. Customer Escalations:

Handle escalated customer issues that require managerial intervention.

Work closely with the team to address complex technical problems and ensure timely

resolution.

7. Technology Management:

Ensure that the voice support team has access to the necessary technology and tools

to provide efficient assistance.

Stay updated on advancements in voice support technologies and implement

relevant solutions.

8. Documentation:

Oversee the creation and maintenance of documentation for voice support processes,

procedures, and frequently asked questions.

9. Shift and Schedule Management:

Develop and manage schedules to ensure adequate coverage for voice support

during business hours.

Address staffing needs during peak call times or special circumstances.

10. Continuous Improvement:

Identify areas for improvement in voice support processes and implement changes to

enhance efficiency.

Solicit feedback from customers and team members to drive continuous

improvement initiatives.

11. Emergency Response:

Develop and implement contingency plans for handling spikes in call volume,

technical emergencies, or major incidents affecting voice support.

Lead the team in responding promptly to critical issues.

12. Compliance and Security:

Ensure that the voice support team adheres to compliance and security guidelines.

Implement measures to protect sensitive customer information.

13. Cross-Functional Collaboration:

Work closely with other departments, such as product development, to address

product-related issues and ensure effective communication between teams.