Support Manager Contact Center

Job Description

Job Summary:We are seeking an experienced and proactive Support Operations Manager to oversee and coordinate the support operations for our Contact Center customers. The ideal candidate will have a strong background in contact center support, excellent customer handling skills, and the ability to lead and manage a support team effectively. This role requires someone with a deep understanding of contact center technologies and processes, with a focus on ensuring high-quality support and customer satisfaction.Key Responsibilities:Team Leadership: Lead and mentor the support team, ensuring high performance and professional growth in managing day-to-day contact center operations.Customer Interaction: Serve as the primary point of contact for customers, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction throughout the support lifecycle.Issue Resolution: Oversee troubleshooting and problem-solving for technical issues related to contact center software, hardware, network, and integrations, ensuring minimal downtime.Escalation Management: Handle escalated customer issues and provide advanced troubleshooting support when required, ensuring quick and effective resolutions.Performance Metrics: Monitor and report on key performance indicators (KPIs) related to support operations, such as response time, resolution time, and customer satisfaction levels.Process Improvement: Develop and implement best practices, policies, and procedures to improve support efficiency and service quality within contact center operations.Vendor Coordination: Coordinate with external vendors and service providers for software support and maintenance relevant to the contact center environment.Training and Development: Provide ongoing training and development for the support team to improve their technical proficiency and customer service skills.Documentation: Ensure all incidents, requests, and resolutions are properly documented and maintained in the service management system for accurate reporting and analysis.Customer Reporting: Provide regular updates and reports to customers regarding support issues, system performance, and any ongoing service improvements.Key Requirements:Bachelor s degree in Information Technology, Computer Science, or a related field.10+ years of experience in contact center support or IT support operations, with at least 2 years in a managerial role.Strong technical knowledge in contact center software, hardware, and network troubleshooting.Proven experience in customer handling, issue resolution, and maintaining high levels of customer satisfaction.Leadership and team management skills, with the ability to inspire and motivate a support team.Proficiency in IT support tools, ticketing systems, and ITIL best practices.Familiarity with contact center technologies and trends, including cloud-based solutions, omnichannel platforms, and automation tools.Strong communication and interpersonal skills to manage relationships with both internal teams and external customers.Strong analytical, problem-solving, and multitasking abilities, with the ability to work under pressure.Job Type: Full-timeBenefits:Health insuranceSchedule:Monday to FridayExperience:Support Operations: 3 years (Required)Network Troubleshooting: 2 years (Required)Contact Center: 2 years (Required)Customer Handling: 3 years (Required)Work Location: In person (cochin)Job Type: Full-timeBenefits:Health insuranceSchedule:Monday to FridayApplication Question(s):What is your total experience in a managerial roleExperience:Contact center: 4 years (Required)IT support: 7 years (Required)Work Location: In person Key Responsibilities: Team Leadership: Lead and mentor the support team, ensuring high performance and professional growth in managing day-to-day contact center operations. Customer Interaction: Serve as the primary point of contact for customers, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction throughout the support lifecycle. Issue Resolution: Oversee troubleshooting and problem-solving for technical issues related to contact center software, hardware, network, and integrations, ensuring minimal downtime. Escalation Management: Handle escalated customer issues and provide advanced troubleshooting support when required, ensuring quick and effective resolutions. Performance Metrics: Monitor and report on key performance indicators (KPIs) related to support operations, such as response time, resolution time, and customer satisfaction levels. Process Improvement: Develop and implement best practices, policies, and procedures to improve support efficiency and service quality within contact center operations. Vendor Coordination: Coordinate with external vendors and service providers for software support and maintenance relevant to the contact center environment. Training and Development: Provide ongoing training and development for the support team to improve their technical proficiency and customer service skills. Documentation: Ensure all incidents, requests, and resolutions are properly documented and maintained in the service management system for accurate reporting and analysis. Customer Reporting: Provide regular updates and reports to customers regarding support issues, system performance, and any ongoing service improvements. Qualifications: Degree Skills: Leadership and Team Management, Coordination, API, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices