In this role, the successful candidate will provide Training and Quality Manager with root cause assessments of agent/call center controllable components and follows up to ensure execution with call center team.
The Help Desk Manager will supervise a staff and oversee timely delivery of quality technical support service to clients, whether they are internal or external clients who have contracted technical support services.
The Customer Service Design and Contract Manager will build and support a Best in Class Customer Service Organization capable of supporting the present and future growth of the business, and be directly responsible for developing the customer service teams capabilities, structure and talent and executing the agreed strategy.
In this role, the selected candidate will manage storage infrastructure by planning and allocating disk groups appropriately, running reports on the state of storage and planning upgrades and purchases accordingly.
In this role, the selected candidate will create an environment of exceptional customer service, technical expertise, productivity, efficiency and quality in staff performance; lead the continuous improvement of service desk operations by driving frequent reviews of survey feedback, evaluation of SLA data, deep ticket analysis in order to identify and implement improvement opportunities.