Director - Operations - 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 professionals to support their global operations.

Job Description

Reporting into the Sr. Vice President and managing a team of 80+ Technical Support Consultants you would be responsible for:

- Focus 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.

- Prior experience in BPO/KPO space is must

- 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.

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

Note- The shift timings would be 12:30 p.m to 1:00 a.m

What's On Offer

Our client can offer a dynamic and exciting work environment with great internal career opportunities for the high performers. Candidates with the right attitude and experience will be offered a competitive package and the chance to join a leadership position.

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