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Operations Manager-Technical Account
Operations Manager-Technical Account
Operations Manager-Technical Account
Date Posted:
2011-11-28
Call Center Company: Orchid Cybertech Services
Description:
Orchid Cybertech Services is looking for individuals who are qualified for the position of Operations Manager-Technical Account .
Successfuly applicants for Operations Manager-Technical Account will have a great career in Orchid Cybertech Services.
Responsibilities:
Responsible for mentoring Team Leaders in a Customer Oriented Environment
Practice and Deliver Total Case Ownership.
Escalates issues and provides recommendations to senior management
Perform interviews for new candidates and provide feedback for promoting agents.
Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
Create and maintain a training program for increased business, customer service and technical knowledge.
Participate and assist in driving the knowledge management process.
Resolve escalated customer issues.
Prepare staffing plans and seating capacity.
Maintain a high level of employee morale within the team.
Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
Develop and update plans for new product/service releases.
Prepare the support team for new product/service releases.
Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
Maintain current knowledge of industry trends and potential impact on the support business.
Requirements:
Experience in telecommunications is a must
Experience in a telecommunications (mobile, phone or internet) account is an advantage
Must be degree qualified
At least 5 years call centre experience and 3 years managerial experience
Required language(s): English.
Applicants should be Filipino citizens or hold relevant residence status.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Operations Manager-Technical Account job opening of Orchid Cybertech Services.
You can apply at the following Orchid Cybertech Services location(s):
Orchid Cybertech Robinsons
Orchid Cybertech Services Ortigas
15F Robinsons-Equitable Tower
Ortigas Center, Pasig City
Philippines
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