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Project Lead -Customer Support

Project Lead -Customer Support

Dover

8 - 10 years

1 Lacs

Bengaluru

Posted:1 month ago| Platform:

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Skills Required

RCA SLA Metrics ITIL Certified Stakeholder Management Escalations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position: Project Lead -Customer Support Exp: 8-10 Years Roles & Responsibilities: Manage Customer Support Team to meet Quality and SLA metrics Consistently perform Case Reviews for process and performance adherence Perform Audits and arrive at RCA Prepare and share Daily, weekly and monthly reporting covering Quality, productivity and inflow metrics Be the point of contact for Customer Support Team, solve problems and manage escalations Manage Stakeholders in India and USA Must have skills: 8 to 10 years experience with a minimum of 5 years experience in handling a Customer Support team Hands-on experience in Incident management ITIL certificate preferred Strong Business acumen with proven experience in planning and execution Good written and Verbal communication skills Ability to review current process and make suggestions and implement improvements Exposure to tools like Excel, PPT

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Dover

www.dovercorporation.com

Manufacturing, Industrial Services

King of Prussia

Over 25,000 Employees

14 Jobs

Key People

Richard J. Tobin

President and Chief Executive Officer
Darryl E. Kearney

Chief Financial Officer
Dawn M. O'Neill

Chief Human Resources Officer

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