Job Description:

• To deliver the team KPIs, directly impacting the overall Product SLA through strong resource and people management, providing maximum benefit to the business.
• Focus of the role is on planning, coaching, prioritization and allocation of work, maximizing the customer resolution, customer delight, escalation management etc
• Willing to work late-night shifts.
• Handle staffing, quality issues, training.

• Experience in direct relations with multinational companies.
• Support and/or Call center management experience of around 5 – 7 years which includes working with International customers.
• Experience of managing a support center for products(ERP is added advantage)
• Ability to handle and resolve escalated customer issues.
• Should be able to work effectively in a team environment with minimum supervision
• Should be fluent in English. Other European Language Skills an advantage.
• Good logical reasoning and problem solving skills.
• Should possess strong decision-making and task follow-through skills
• Excellent verbal and written communication skills
• Computer and technology knowledge.
• Knowledge of Support and/or call center processes.
• Good team building and motivational skills.
• Good interpersonal skills.

• Bachelors degree from reputed institutions/universities

• 8-10 years of relevant experience