Assistant Manager: Technology Support - Deloitte

A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering outstanding service, and the Rewards and Recognition programs encourage taking initiative.

The technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

Job Description

We are seeking a Technology Support Assistant Manager to be responsible for the following:

Role Responsibilities:

• Manage and monitor SLAs
• Manage day to day performance of the team
• Leave Management, Schedule Management to ensure smooth operations
• Review daily/weekly/monthly stats for the performance of respective team
• Provide coaching and mentoring to Senior Coaching analysts and Frontline analysts
• Be a mentor and assist in training other analysts
• Identify training opportunities and work with the training team to develop training materials and deliver training as needed
• Handle escalated customer contacts
• Acts as a Performance Management Counsellor in year appraised based on the need of the business line
• work towards improving talent survey engagement scores and drive initiatives.
• Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
• Maintain good relationships with our client teams
• Review timesheets of the team members
• Provide input for hiring decisions
• Should act as coach, mentor and career counsellor for team members and help them achieve their goals
• Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Qualifications

• Minimum of 7 – 8 years of Call Center experience in a contact centre with a minimum of 2 – 3 years experience in handling 15 – 20 FTEs
• Any bachelor’s degree is required with a master’s degree being an added advantage.
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact centre tools.
• Leadership and organizational abilities Desired.
• Excellent people-handling skills with expert knowledge of contact centre operations.
• Proven ability to support internal or external business clients
• Self-motivated, team player, action and results-oriented
• Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
• A flair to serve the employees living servant leadership principles
• Previous experience of working with Global teams is an advantage
• Understanding the contact centre industry, client relationships, understanding market trends and having a strategic mindset to grow the business and solve problems.
• Experience with recruiting and performance evaluation processes
• Ability to perform under pressure
• Willingness to work in rotational shifts including night shifts and working on weekends.