Director - Cust Service - B2B 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 Sr. Vice President, you would be responsible for managing a team of 100+ Technical Support executives supporting the American region.

You would be responsible for:

- Focusing on maximizing the client experience

- Establish & enhance metrics to improve and enhance service levels

- Plan and develop a training plan to improve the productivity of technical support executives

- Chalk out strategies to meet the overall sales targets of the organization

- Work closely with HR to do manpower forecasting and recruit the best talent

- Designing a growth path for employees

The Successful Applicant

- You should be an MBA from a reputed university with at least 12 years of relevant experience in client servicing and technical support management (B2B)

- Impeccable written and spoken English is a must

- Extensive experience of providing technical support to US, UK or Australia is mandatory

- Extensive experience of handling technical support operations for ITES software or products (B2B)

- Strong understanding of performance metrics along with experience in driving large teams (over 50-60 people min.) is a must.

- Your ability to manage senior stakeholders, is critical to the role.

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

Note- You should be open to 3 p.m - 1 a.m shift

What's On Offer

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

If interested, click on the apply button below