Vacancy expired!
What You Will DoThe Service Delivery Manager is responsible for the management of specified Help Desk teams, tracking of overall center efficiency, keeping updated on product and promotion information, providing Supplier Program Management with updates on Services provided, and identifying and tracking improvement and value added opportunities.
As the manager for Help Desk Agents (“HDAs”), managers are dedicated to Client and are responsible for daily shift operations. They provide motivation and guidance to keep HDAs focused on meeting and exceeding quality specifications. They monitor, counsel, and develop HDA teams. Managers conduct information meetings before each shift to communicate any changes in policies and procedures, and to address any concerns on the part of the HDAs. They assist in report analysis and scheduling and staffing.Skills and Experience You Will NeedRequired- Ability to guide individuals toward goal achievement using motivation and staff development skills; ability to demonstrate innovation and problem solving skills when making decisions
- Strong ability to coach and develop action plans to maximize performance and provide effective feedback
- Ability to analyze and improve work processes
- Ability to work well under pressure
- Ability to establish a course of action for self and other to accomplish a goal
- Excellent customer service/support skills.
- Familiarity with ITIL
- Empathetic customer service resource
- Exceptional customer oriented capabilities
- Strong written and verbal communication skills
- 3+ years customer service experience, preferably in a call center environment
- Identifies and takes initiative to implement improvement opportunities.
- Functional knowledge of hardware (Monitors, thin-clients, docking stations, etc.)
- Bachelor’s degree in related field from a four-year college or university or equivalent combination of education and experience.
Vacancy expired!