Director - Client Services - Tech Support

About Our Client

Our client is a mid-sized US based Technology Product company with operations set up in India which comprise 50% of the global workforce. With rapid expansion in their business they are looking for a seasoned quality and change management professional to establish the quality practice in the company along with handling the business support operations.

Job Description

Reporting into the Senior Vice President – Client Relations, you would be responsible for managing a team of consultants that seek to provide technical support (voice & non- voice) to clients.

You would be required to:

- Manage a team of 80 + consultants that are responsible for providing technical support across different product lines

- Coach and mentor team members to enhance their productivity & skill sets

- Plan & execute strategies to enhance service delivery and increase customer retention

- Devise metrics to assess & improve service levels

- Undertake manpower planning and work closely with HR to bring the best talent on board

The Successful Applicant

- You should be a MBA with atleast 10 years of relevant experience in client servicing

- Past experience of managing cross functional teams in a BPO/KPO space shall be preferred

- Strong experience in driving large teams (over 50-60 people min.) is a must.

- Impeccable interpersonal, communication and presentation skills with an ability to work independently and deliver under pressure is part of the role.

What's On Offer

Market leading compensation coupled with leadership opportunity to create quality function from scratch in a meritocratic environment is essential.

To apply, please click on the button below.