Manager Operations

Manager Operations

Manager Operations


Job Type: Full-Time
Location: Hyderabad, India
Last Updated: 01/26/2012
Post Date: 01/26/2012




Job Description:

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Summary

Manager Operations is responsible for managing Help desk personnel and all Operational functions related to providing technical Support Services to field representatives. It also includes call Forecasting, Staffing and Scheduling of Analysts, Basic Operational Processes (Various Queue Monitoring), Operational Reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, Abandoned rate, First Call Resolution, etc.) and that quality thresholds are met (Customer Satisfaction, Quality Scores, etc.). Span of control also include QA, Training and Remediation, as well as Reporting. This position is also responsible for Client engagement activities (Client management), as appropriate.

Principal Responsibilities: (Essential Function)

Staffing related processes
. Participate in Helpdesk Analyst Recruiting
. Identify Staffing requirements based on forecasted Call Volume
. Own People Management functions for all Staff managed (Performance Reviews, etc.)
. Responsible for high morale of all Helpdesk staff (Analysts, Supervisor, etc.)

Operational Processes
. Forecasting process - Coordinate with Account Team to forecast call volume based on trends so far and upcoming events. Build/adjust Staff model based on forecast
. Scheduling - Build and adjust schedule across all functions (Analysts, Supervisor, Queue Monitoring functions, etc.)
. React to short term staffing issues (People out, Holidays, Call spikes, etc.)
. Ensure Help Desk Analyst staff meets efficiency requirements, as laid out by Management

Quality
. Continuously measure all SLAs: ASA, Abandoned Rate, First Call Resolution, Escalation hand off times, Customer Satisfaction, etc. and take corrective action when necessary
. Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Customer Satisfaction, etc. and coordinate corrective actions (Additional Training, targeted Quality Analysis, etc.)
. Document all Operational processes in SOPs
. Ensure all Helpdesk Staff follows SOPs as laid out by Management, including ServiceWare usage
. Change Management: Stay in contact with Client and US team in order to proactively identify and plan for change on the desk

Client engagement activities
. Act as the single point of contact for client, for all operational and business issues
. Provide the Client with regular measurement/update of the effectiveness of all services provided by C3i.

Cross-Tier Communication
. Maintain constant communication with other Tiers: Hardware Operations, Tier 2, Client Operations Resources, C3i Account Team in the US, etc.
. Ensure fluidity of interactions with other tiers (Escalations, etc.)

Reporting
. Ensure all relevant Operational data is reported on
. Analyze Operational Data and take corrective action

Job Requirements

Skills
. Siebel call Management and Field services Experience
. Subject Matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure
. Excellent Oral and Written Communication skills
. Superior Organization and Prioritization skills
. Microsoft Products, Siebel, and Internet applications
. Analytical skills - solving complex business problems
. Ability to work in distributed (e.g: global) environment in a matrix model
. Strong Interpersonal skills

Education
. Bachelors Degree in Business, Computer Science, related disciplined, or equivalent combination of professional experience
. Masters degree preferred

Experience
. Minimum of 6 years in help desk Management experience
. Extensive Personnel Management experience leading large teams in a fast-paced Environment
. Internal Candidates are required to be in the previous position for at least a year.

Working Relationships
. Develop and maintain Interpersonal relationships with Subordinates
. Maintain Inter-Department relationships to resolve Client issues
. Effectively communicate with both internal and external Clients.
. Develop and maintain excellent relationship with the Senior Management and the Client.

Competencies
. Analysis
. Customer Service Orientation
. Interpersonal Consideration
. Judgment/Decisiveness
. Oral Communication
. Written Communication
. Performance Management
. Persuasiveness/Influence
. Technical/Professional Competence
. Work Standards