Job Description :
JOB DESCRIPTION
Position Title: [Project Manager]
Reports To: [Program Manager]
Work Location: [Draper, UT]
Summary/Objective: To lead / manage a team and evaluate its performance through metrics, identify gaps, execute continuous improvement plans leading to customer satisfaction.
Required Education / Experience and Competencies:
BSCS degree, or equivalent, is desired
CCNA or equivalent required; CCNP or other certifications are desired
4 - 5 years of TAC experience in a call center environment (or equivalent)
Good Knowledge on OSI model and Network protocols (TCP, UDP, etc.,)
Good Knowledge on Network Security devices (H/w and Virtual Firewalls)
Knowledge on Routing and Switching
Understanding on Routing protocols (BGP, OSPF)
Understanding on LDAP, Radius, Certificates and Two/Multi Factor Authentications (Okta, Duo, etc.,)
Willingness/ability to work overtime to support customers
Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail
Essential Functions:
Team Management
Keep Track of Team’s Performance by reviewing the statistics
One-on-One meeting with every member of the team whenever there is a requirement
(KRA) Goal Setting & Review of Team Member performance
Mentoring Team Members
Backlog Management
Review commitments for team backlog from a technical / process perspective
Analyze pending cases and work with engineers on action plans
Schedule weekly team meetings with the team to discuss actions, concerns and improvement opportunities for the team
Attrition/Retention Management
Escalation Management
Handle Customer Escalations
Getting right resource involved within internal and client teams
Shift/Floor Management
Report & Track Absenteeism
Do call back on high level customer before case closures
Knowledge Management
Drive Knowledge Base Creation by the team members
Drive Improvement on tech / product /language / domain skills
Resource management (Lab, Hardware, Software, tools, access to people
Identifying resources needed and working with the recruitment team to recruit people.
Identifying training needs for new recruits and working with the training team to get them trained. Attrition management
Identify gaps in process / knowledge / communication / SLA and perform root cause analysis
Identify training need for the team whenever it’s required
Address knowledge and skill gap on technology / product
Facilitate technical training/cross-training to relevant groups
Client Management
To manage client communication effectively by acting as SPOC.
Provide status updates to client on key cases/accounts
Operations Management (SLA Management)
Participate in weekly operations meetings to discuss & action areas of concerns & improvement
Single point of contact to handle all customer escalation related to case management
Provide status update to the customer, internal & external management teams
Gather customer feedback and report it to the relevant product groups for actions
Other Functions:
Participate internal corporate training and conduct training on need basis