The Manager, GPS will have direct responsibility for ensuring day-to-day success of our clients in using CSOD applications, through ensuring success of the GPS team they are leading.
You will have a component of work in an individual contributor role through analyzing and resolving complex functional and technical questions and issues encountered by our clients through support over the phone and through electronic communication. More importantly, you will provide day-to-day managerial leadership of a sub-team within the GPS team to help achieve the team and company goals on client service. An ideal candidate will contribute to providing outstanding and innovative leadership to the GPS team by creating a culture of performance and achievement.
We are looking for candidates with managerial experience (managing at least 6 people in software application support), strong software application support experience, advanced troubleshooting and problem analysis skills, excellent communication skills and superior customer service skills. Occasional travel may be required.
•Provide oversight to GPS Specialists to enable the team to maintain a high level of client satisfaction, in line with the GPS team goals.
•Daily operation and management of the GPS team through effective use of resources, including scheduling, staffing, meeting and enhancing standard operating procedures. This includes involvement in hiring, developing and retaining talent in alignment with the GPS talent strategy.
•Serve as a Manager On Duty in an S1/S2 scenario or for client escalations.
•Analyze and resolve complex level 3 service task with a strong focus on database manipulations.
•Review and approve client escalations, including providing an informed, objective point of view on global prioritization of all escalated cases.
•Responsible for team performance. Analyze trends and report out performance metrics to management on a regular basis.
•Create/monitor SOP for support operations.
•This is a hands-on managerial role with ~50% product specialist tasks (support work).
•Develop and create job aids for the team and maintain an accurate internal knowledge base.
•Coordinate and oversee the new hire onboarding program including coaching, guiding and supporting new hires.
•Maintain a deep understanding of the CSOD application including the various features and configuration options to be able to provide the required guidance to Product Specialists.
•Coach and provide specific suggestions to Product Specialists on troubleshooting software application issues and on responding in an accurate, professional, empathetic and timely manner.
•Ensure proper, timely follow-up by Product Specialists in their sub-team on their cases, to ensure that service level agreements are met and client satisfaction overall is high.
•Train, mentor and manage product specialists, including team meetings, performance management and professional development.
Skills and Experience
•Bachelor’s degree in relevant areas
•4+ years’ experience with client-facing software support services and 2+ years team management (minimum 6 people).
•Track record of achieving results through collaborating with multiple functions across a company and strong leadership skills.
•Ability to innovate in a fast-growing work environment and comfortable dealing with ambiguity and sometimes highly-charged situations.
•Project management experience
•Skilled with Microsoft Office programs to do trend analysis and regular reporting of metrics.
•Ability to understand clients’ business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features.
•Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects.
•Basic understanding of programming language, HTML/content development.
- Idioma: Inglés (Alto) | Español (Excelente)
- Experiencia: Más de 5 años
- Formación Mínima: Bachillerato/COU
- Nivel Profesional: Mando Intermedio
- Tipo contrato: Indefinido
- Jornada: Jornada completa
- Honorarios: No especificado
- Incentivos: healthcare, pension, gym voucher etc