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| 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
