Support Manager

Bridging Technologies

Job Summary

We are looking for a skilled Support Manager who can lead our representatives to better

performance and improve service quality. The Support Manager will assist in establishing call center

objectives, provide representatives with opportunities to expand their knowledge of services,

products, and troubleshooting techniques, analyze call center data, and focus on improving

performance and processes in an effort to better support customers. You should have exceptional

communication, interpersonal, and customer service skills, as well as comprehensive knowledge of

company policies and offerings.

To be a successful Support Manager, you should be focused on improving your team of

representatives and call center practices. You should be observant and detail-oriented and possess

an understanding of the business, the products and services, and the issues representatives are

facing on the floor.

Shift timing: US shifts

Experience: Relevant BPO experience

Responsibilities and Duties:-

Hiring, training, coaching, and leading call center representatives as they provide support for

customers.

Answering representatives questions, guiding them through difficult calls or issues, diffusing

angry customers, or handling issues that cannot be fielded by representatives

Leading team meetings, asking questions to better understand the calls representatives are

receiving, educating and coach workers regarding processes and practices, and explain

expectations to employees.

Assisting other management team members in identifying trends and establishing call center

goals.

Ensuring staff members are achieving desired service levels and taking corrective action, as

needed.

Preparing reports and analyzing call center data to improve processes, ensure resources are

properly allocated, and maximize efficiency and customer satisfaction.

Taking on other tasks or projects to support employees, other managers, and call center

operations.

Requirements:-

A bachelor degree or

Experience : 9 - 15 Years

No. of Openings : 1

Education : Any Bachelor Degree

Role : Support Manager

Industry Type : IT-Hardware & Networking / IT-Software / Software Services

Gender : [ Male / Female ]

Job Country : India