Manager Operations (Technical)

Manager Operations (Technical)

Connexis Pvt. Limited, Pakistan

BSCS, Engineering degree or Management degree

The Manager Technical / Operations is responsible for building and maintaining a high performing, supportive, and an awesome team of Solutions Consultants. The primary objective will be to coach and empower the team to deliver the best customer experience spanning from presales, onboarding, support, and renewal. This position will also require you to be comfortable engaging with customers and helping out the team with demos, tickets, and renewal conversations as needed. This is a people leadership role reporting to the top Management.

Responsibilities

As the Manager Technical / Operations your duties will include :

• Leading a team of Solutions Development and Customer Services based in Lahore
• Coaching and mentoring of team members
• Achieving department SLAs, metrics, and OKRs
• Resource scheduling for team and Projects
• Evaluate team member performance based on KPI’s
• Professional development and career pathing
• Owning and resolving customer escalations
• Providing direct customer support as needed
• Working on continuous process improvements and projects
• Define success and help the team achieve success
• Hire, Train and onboard new employees
• You are a role model and lead through inspiration, perspiration, and determination.
• Comfortable wearing many hats
• Adept at conflict resolution and handling escalations
• Ability to troubleshoot and problem solve
• Comfortable working cross-functionally with other teams
• Excellent verbal and written communication skills. You know what to say and how to say it
• Keen attention to detail
• Commitment to learning and continuous improvement
• Thrives in a fast-paced, dynamic environment and able to work independently and as a team
• Previous experience leading teams
• Bachelor's degree in engineering or computer Sciences
• 3+ years of equivalent work experience

Experience in customer relationship management is a plus.

Job Specification

Location : Information Technology and Services - Lahore, Pakistan

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