Associate Engagement Manager

Location: Bengaluru, Karnataka, India

Notice

This position is no longer open.

Job Number: 27182

Position Title: Supervisor, Technical Customer Support

External Description:

Core Activities

Be a neutral operator/trusted advisor ensuring smooth functioning across teams.
Act as a SPOC for Night shift and Local management
Participate in hiring of new ISC contractors not limited to justification, REQ creation and interviews
Act as a SPOC for handling contracts and PO process for contractors in ISC.
Interact with the key night shift/contractor stakeholders and report all the anomalies
Participate in regular synch ups involving Contractors/night Shift
Provide monthly operational metrics and highlights to senior leadership
Organize and conduct ISC Support Council across shifts
Follow and participate in the improvement of established team processes
Accountable for overall quality of service delivery and customer satisfaction from ISC contractors ensuring
- Onboarding
- Process Training
- Soft Skills training.

Additional Activities to Scale

Own Support Coverage Across Shifts including Weekend coverage, Holiday coverage & Emergency Coverage.
Monitor and track closure of feedback and Action items from the APJ Ops Review
Collaborate with peers and multi-functional teams for e.g. Working with IT on outages
Act as a SPOC for Five9 queue management
Monitoring alerts and ensuring follow up actions

The candidate must be proficient in spoken and written English to be able to communicate with Customers globally

City: Bangalore

State: Karnataka

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Associate Engagement Manager

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-SU1

Company Profile:

EEO Employer Verbiage:

We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Up to 25%

Location_formattedLocationLong: Bangalore, Karnataka IN