Desktop Support Manager Position Available In Middlesex, Massachusetts

Desktop Support Manager Coforge Limited – 3.6 Cambridge, MA Job Details Full-time Up to $30 an hour 23 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Desktop support Management TLS Microsoft Office Computer networking Senior level Leadership Active Directory Full Job Description We at coforge have an urgent requirement for desktop support specialist, this is an onsite opportunity at desktop support specialist interested candidates kindly apply or share your resume at

JOB SUMMARY

Responsible for leading the day-to-day operation of a large customer engagement focused on retaining customers in the broadband services industry. We are looking to create a fun, energetic, and competitive contact center environment. The DSS Manager operations leader must be a energetic and highly engaged individual who takes pride in exceeding business targets. •

ESSENTIAL FUNCTIONS

Ability to create a healthy competitive working environment. Strong employee development skills, helping employees optimize their potential. Expertise in managing large teams in a contact center environment Up to 150 agents and 10 TLs Leads Customer retention team, ensuring all terms and conditions of the related contract(s) are achieved. Must have strong team building and leadership skills in a contact center environment. Key contributors in training and training design Ability to drive workforce compliance to process and schedules. Customer focused driver of high customer satisfaction, Net promoter and Quality scores. We must work directly with the client to ensure performance and staffing is at expected levels. Must create a strong working relationship and be a trusted advisor to the client. Data analysis to identify key issues and create strategic goal-based plans. Monitors and ensures budget profitability for assigned projects and provides periodic reporting as required by management. Maintains product and industry knowledge of assigned services to ensure highly skilled managerial leadership to staff. Develops and maintains an in-depth knowledge of the customer’s needs, business, organization, services, and staff. Collaborate with other Coforge leaders by integrating and engaging other Coforge business units or divisions when appropriate. Creates and plans strategies, actions and policies that directly or indirectly improve customer service, quality, resources, environment, etc.; ensures implementation when appropriate. Ensures that management and Customer Service personnel are properly qualified, trained and supervised to perform their assignments effectively and within defined financial and business objectives. Responsible for supervision of overall engagement and/or contract activity. Ensures compliance with the Quality Assurance System for all assigned engagements. Ensures the proper and timely handling of all personnel related matters such as performance assessments, employee development and discipline, team building activities and staffing. Supports the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not licensed to, quality, employee relations, compensation, and performance management. Manager will oversee the technician’s team (Of 2-14 technicians based on client support needs) The manager will oversee scheduling, provide technician feedback, and be responsible for the development of all Walk up DSS technicians. The manager will serve as the first point of escalation for all walk up desk issues or concerns. Manager will serve as the primary interface for Coforge on all successes, issues, and changes impacting the walk-up deskside services support at the request of client. The Manager will provide weekly performance reporting updates as well as meet as needed with key Client personnel to discuss key initiatives or changes. The Manager will all meet under the current Governance structure as defined in the SOW and will be an active participant in all Monthly & QBR related activities. All other duties as assigned

Job Type:

Full-time Pay:

Up to $30.00 per hour Expected hours: 40 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift Monday to

Friday Work Location:

In person