ITF Manager

Teleperformance (TP)

5 - 10 years

7 - 12 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

coaching customer experience management systems skills customer service operational risk crm customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Looking for a skilled ITF Manager to join our team in Bengaluru. The ideal candidate will have 5-10 years of experience and a strong background in customer experience management, offering premier omnichannel support to top global companies.

Roles and Responsibility

Manage IT problem investigations from start to finish, facilitating root cause investigations and implementing corrective and preventative measures.
Analyze and report IT incident trend data to identify and eliminate root causes, initiating actions to fix potential service interruptions during proactive analysis.
Provide process improvements and efficiencies to minimize operational risk and improve overall service quality.
Serve as a final decision/opinion maker in the area, coaching, mentoring, and training others on expertise.
Ensure implementation of short to medium term activities within the business area or support sub-functions in line with department strategy.
Lead a team of Specialists, sometimes with several hierarchical levels, taking full employee lifecycle responsibility.

Job Requirements

Minimum 5 years of experience in a related field, with a maximum of 10 years.
Strong understanding of CRM/IT Enabled Services/BPO industry trends and technologies.
Excellent communication and leadership skills are required, with the ability to motivate and inspire teams.
Ability to analyze complex problems and develop effective solutions.
Strong knowledge of IT systems and processes, with experience in managing and implementing new solutions.
Experience in providing excellent customer service and support to clients.

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