Responsible for managing an account providing technical support (Tier 1-3) for a Technology Client who is a global provider of computer networking products for home and business needs. Client products include modems, routers, access points, storage devices, managed and unmanaged switches. Channels: Voice, Chat, Email and Social MediaHOOPs: 24x7Regions: Global, NA, EMEA and APAC• Provides management presence and support to production activities of product support teams to hit… Show more Responsible for managing an account providing technical support (Tier 1-3) for a Technology Client who is a global provider of computer networking products for home and business needs. Client products include modems, routers, access points, storage devices, managed and unmanaged switches. Channels: Voice, Chat, Email and Social MediaHOOPs: 24x7Regions: Global, NA, EMEA and APAC• Provides management presence and support to production activities of product support teams to hit real-time metrics, internal and client target. • Identify support requirements from HR, WFM, Training, QA, IT and Finance and requests such on a specified timetable to ensure efficient and effective implementation of the program.• Implements operating policies and Code of Discipline by ensuring proper dissemination of information, issuing memorandum, reminders and notices sanctions; providing feedback on non-compliance to concerned parties; and taking corrective actions as needed to maintain harmony and good order within the company. • Conducts analysis daily, weekly, and monthly operations review and provides feedback to team leaders regarding areas that will improve productivity and procedures. • Holds feedback sessions with team leaders and agents on a regular basis and discusses individual and team learning to identify areas for work improvement, efficiency and customer service through work analysis, coaching and mentoring Show less

• Manage a team of support experts• Act as the first level of escalations and resolve all people issues within the team • Manage team performance and development• Manage people metrics• Weekly/Daily Client reports• Present weekly report to client via conference call