Dell Manager 1, Technical Support (Client) in Bayan Lepas, Malaysia
Directs the efforts of others in the achievement of the strategic and operational objectives of the group.
Manages the hiring, staffing and maintaining of a diverse and effective workforce.
Responsible for career development/planning, performance and pay discussions of team members.
Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.
Responsible for achieving target customer satisfaction levels within the technical support organization.
Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.
Assists in the development and implementation of strategic plans, initiatives, and direction.
Works with customers and internal teams to resolve
Provides direct supervision to a large team of operational, production, sales, service or administrative team members or a small staff of professional level team members.
Contributes to area by ensuring quality of tasks/services provided by self and others.
Accountable for budget, schedule, and results of a project team or work group.
Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.
Applies advanced knowledge of technical/ administrative skills to leverage the skills of others.
May be responsible for specific projects that span multiple teams.
Develops an understanding of internal operations and how related teams interact to achieve results
Typically 8+ years of relevant experience or equivalent combination of education and work experience
Good leadership and team building skills
Experienced project management skills
Moderate knowledge of product lines, technical knowledge
Good customer service skills
Experienced in developing and leading a call center/help desk team to deliver key business results