Welcome page Returning Candidate? Log back in! Senior Manager, Account Service Job Locations IN-TA-Hyderabad Position Type Regular Full-Time Requisition ID 2024-6357 Category Other C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

 

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

 

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Overview

The Senior Account Service Manager is responsible for managing a team of associates responsible for tracking, diagnosing and resolving incidents reported by maintenance and managed service customers. This is accomplished by understanding and adhering to processes and procedures of the MSSC to ensure timely and consistent results for the customer base.  The Senior Account Service Manager is also responsible for driving best practice process and procedure concerning their practice across the MSSC shiftteams ensuring that practice issues are handled consistently across all shifts in the MSSC. 

Responsibilities Coaches and develops technical resourcesActs as an escalation point and takes ownership to resolve client issuesCreates, recommends and enforces best practice processes that enhance the services delivered to the client or to internal resourcesMonitors ticket activity to ensure that client issues are resolved expeditiouslyMonitors the overall performance of the team by utilizing tools such as CMS, alert team boards, daily status reports, etc.Monitors quality of tickets and callsCommunicates "red hot" items to management Qualifications Bachelor's degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years’ experience in customer relationship management with experience in the AVAYA product line in a telecommunication environment or telecommunication organizationMinimum of 10 years of supervisory experienceExceptional, definable leadership experience with proven resultsDemonstrated ability to lead complex project teams to deliver resultsSuperior negotiation, coordination, and conflict resolution skillsStrong analytical, interpersonal, and relationship building skillsStrong work ethic and personal drive to excelExceptional organizational skills and attention to detailKnowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworksAbility to analyze complex information system dataAbility to use (and learn new) complex systems, technologies, and applicationsAbility to adapt to change quickly and multi-taskMust possess excellent oral and written communication skills in EnglishProficient in MS Office applications (Word, Excel, and PowerPoint)Excellent project management skills, facilitation skills, influencing and negotiation skills Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs

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