Associate Manager Technical Support
DXC Technology
3d ago
source : Shine
  • Assigns the day-to-day activities to work group members, supervises operations of the client service area to ensure timely and accurate response to client inquiries and requests per customer service level agreements.
  • Essential Job Functions

  • Supervises the quality assurance process and related training of staff members to ensure quality customer service.
  • Assigns work and addresses performance issues within prescribed guidelines.
  • Provides guidance to staff in resolution of difficult questions to ensure accurate technical support information.
  • Addresses customer dissatisfaction and analyzes causes to define corrective action strategy.
  • Recommends and / or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product.
  • Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.

  • Monitors the flow of work to ensure that customer service levels meet established service level agreements.
  • Monitors call center operation through call center platform to ensure maximum functionality to adjust where necessary.
  • Assist with testing and development of call center technology.
  • Basic Qualifications

  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in a related field preferred
  • Six or more years of customer service experience
  • Two or more years of leadership experience
  • Experience working with company products and operating systems and customer service agreements
  • Experience working with the company escalation policy
  • Other Qualifications

  • Good human relations skills to select, develop, mentor, discipline and reward employees
  • Good interpersonal skills for interacting with team members and clients
  • Good organization skills and time management skills to balance and prioritize work
  • Good analytical and problem solving skills
  • Good communication skills
  • Ability to work in a team environment
  • Work Environment

  • Office environment
  • May require shift work
  • Apply
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