Immediate requirement for Client Support Team Leader

Immediate requirement for Client Support Team Leader

Job Overview: 

Lead and manage a Support staff team that ensures clients have direct access to knowledgeable staff that responds to questions, issues or incidents within SLA’s that result in a high level of client satisfaction.

Responsibilities:

• Hire, train and develop a strong support staff to ensure a high level of client satisfaction
• Develop and maintain a new-hire and on-going training program to ensure staff is knowledgeable about all aspects of the service and applications.
• Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support.
• Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays).
• Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
• Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations.
• Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
• Be aware of and comply with all corporate policies

Typical Tasks:

• Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.
• Perform case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing. 
• Perform phone monitoring for each member of the Technical Support Analyst team on a monthly basis; evaluate the way the calls were handled, and communicate those evaluations in writing. 
• Edit/review documentation (including training, process, and customer documentation).
• Personnel administration including conducting interviews, performance reviews, coaching, discipline, training, etc
• Regularly interface with other Concur departments to resolve customer issues and to develop and define processes. 

Qualifications

Education, Experience & Training required:

• Bachelor degree in a technical field or equivalent experience
• Two or more years experience in technical or service support interfacing with customers
• Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

• Excellent written and verbal communication skills, including persuasion and documentation skills
• Ability to plan and to prioritize
• Basic to Intermediate computer knowledge required
• Internet experience required
• CRM experience preferred
• One or more years experience with Travel GDS systems (Apollo, Sabre, Worldspan, Amadeus, Galileo, etc.) required
• One or more years experience using/supporting Online Travel Booking Systems (e.g. Concur Travel) preferred

Critical Performance Competencies:

• Communication and Influence
• Coaching
• Interpersonal
• Empowerment
• Adaptability/Flexibility
• Planning and organizing
• Stress management
• Decisiveness/Judgment
• Accountability
• Process Management / Quality

Value Competencies:

• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity

EEO:

• Equal Opportunity Employer, M/F/D/V.

Job Location: Bangalore

Contact Details:

Contact Person: Madhusmita

Contact Email ID: madhusmita.m@madhees.com

Contact Number: 040-49181920

For more details please feel free to visit www.madhees.com