Technical Program Manager

1 dia atrás

Curitiba, Paraná, Brasil beBeeOperational Tempo inteiro R$70.000 - R$90.000
Role Purpose

The Senior Operations Manager is responsible for ensuring daily performance of the production team by overseeing and supporting process delivery, resolving technical escalations, and developing operational capability within the team.


Key Responsibilities
  • Monitor and support process by reviewing daily transactions on key performance indicators
  • Review performance dashboard and scores for the team
  • Support the team in improving performance parameters by providing technical guidance and process advice
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per defined service level agreements
  • Develop understanding of process/product for team members to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Handling Technical Escalations
  • Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
  • If unable to resolve the issues, timely escalate the issues to relevant teams
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs

Building People Capability
  • Build people capability to ensure operational excellence and maintain superior customer service levels of existing accounts/clients
  • Mentor and guide production specialists on improving technical knowledge
  • Collate training programs to bridge skill gaps identified through interviews with production specialists
  • Develop and conduct training sessions within products for production specialists as per targets
  • Inform clients about training sessions being conducted
  • Undertake product training to stay current with product features, changes, and updates
  • Enroll in product-specific and other training programs per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks

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