Managed services team lead- callcenter/telephony - datanalytics
Vacancy expired!
Managed Services Team Lead Tampa, FL
We are the leading provider of cloud customer engagement hub software for leading brands powered by AI and analytics. For over a decade, our solutions have helped improve customer experience, optimize service process, and grow sales across the web, social, and phone channels. Hundreds of the world's largest companies rely on our platform to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs).
Duties/Responsibilities
Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members
Ensure all Managed Service tickets are completed on time and in accordance with customers’ expectation, compliance, and meeting milestones set with customer
Work with customers to understand business requirements, translate that into actionable tasks in platform to deliver solutions that meet customer’s business objectives
Build reports and dashboards using Analytics hub for customers
Review operational reports with customers, provide insights from the data, and recommend best practices to make improvements in KPI’s for customers operation and optimize the operation
Author content using knowledge hub to facilitate easy customer self-service and access to knowledge for agents to provide efficient customer service
Interface with the team to understand customer requirements and help present appropriate solution
Manage escalations to ensure high customer satisfaction
Contribute to the ongoing building and development of the Managed Services team by sharing knowledge, experience, and expertise with other team leaders
Identify technical and functional gaps of the team, and arrange training from appropriate subject matter experts from engineering or professional services to bridge the gap
Provide reports on the productivity of the team and perform scheduled team reviews
Education and Experience
Bachelor’s degree in computer science or equivalent qualification in Information Technology, Business Studies, Computing or relevant subjects
4+ years of experience in customer support/service, working on the web application support/service
Knowledge about technologies like Java/Analytics/HTML/JavaScript /SQL Server/ JSON / Python /Rest API
Able to work with and communicate effectively to all members of an organization and customers at all levels
Capable of managing own workload with minimal supervision and tight deadlines
Familiarity with technologies used in websites, contact centers, messaging, data analysis.
