Hire req, for Manager 2, Technical Support (M8)

Job Description

Manager 2, Technical SupportBangalore, Gurgaon- IndiaRemote, IndiaAt Dell Technologies, world-class service doesn t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there s an issue with a customer s product, we ll analyze it, identify the cause, recommend a solution, and document the problem.Join us to do the best work of your career and make a profound social impact as a Manager 2 on our Consumer Tech Support team in Bangalore or Gurgaon, India (or Remote in the India).What you ll achieve: In this role, you will be managing Consumer Quality Lead s, servicing our customers by solving their problems. You will be leading quality leads across multiple locations and will be responsible for managing their performance and ensuring that they (and their teams) are successful.What you ll impact:This team will help drive our frontline agents to achieve key-process-indicator (KPI) metrics for Global Consumer, ranging from CSAT/DSAT, Service Level, Backlog %, Repeat Contact Rate, Repeat Dispatch Rate, along with ensuring we use our tools to accomplish our goals, ranging from SFDC/Lightning to our Digital Tech Console (DTC) and Case Intelligence Dashboard (CID).You will:
• Manage a team of Quality Lead s
• Drive global standardization
• Create a winning culture dynamic with your organization through inspiration
• Execute the operations plan and meet our goals and performance metrics
• Build internal relationships and cross functional relationships
• Participate in the continued evolution of the quality lead role and adjust focus as necessary to achieve optimal support for customers, frontline agents, and managers
Essential Requirements
• Significant experience of People Managing in multilingual/multi-cultural teams (3-5 years management experience)
• Comprehensive knowledge of Tech Support KPI s and how to control them
• Strong analytical skills
• Managing in a High Performing Culture
• Regional or Global Project experience
Desirable Requirements
• Project Management Experience
• ITIL certification
Here s our story; now tell us yoursDell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.What s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.We started with computers, but we didn t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what s next in technology, starting today.You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here . Application closing date: 11 th May 2022 Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here .,

Keyskills :
music makingequal employment opportunityservice levelsocial impactbonus programs