Senior Technical Operations Manager
1 day ago
• Oversee and support process by reviewing daily transactions on performance parameters to ensure operational excellence and maintain superior customer service levels.
• Analyze performance dashboard and scores for the team to identify areas for improvement and provide technical support and process guidance.
• Collaborate with the team to develop and implement process improvements, ensuring standard processes and procedures are followed to resolve client queries efficiently.
• Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions to maintain a knowledge base and improve future performance.
• Ensure client queries are resolved as per the SLA's defined in the contract, maintaining a high level of customer satisfaction.
• Develop and conduct trainings (Triages) within products for production specialists to bridge skill gaps and improve technical knowledge.
• Stay current with product features, changes, and updates by undertaking product trainings and enrolling in product-specific and other trainings as required.
• Identify and document most common problems and recommend appropriate resolutions to the team, promoting knowledge sharing and best practices.
• Participate in self-learning opportunities and maintain personal networks to update job knowledge and stay ahead in the field.
Key Responsibilities:
- Process Improvement and Support
- Team Collaboration and Development
- Client Query Resolution and SLA Management
- Training and Knowledge Sharing
- Professional Development and Staying Current
Requirements:
- Strong technical knowledge and problem-solving skills
- Excellent communication and collaboration skills
- Ability to analyze performance data and identify areas for improvement
- Experience in process improvement and team leadership
- Strong training and development skills
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