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.