DESCRIPTION
The Enterprise Support Manager is responsible for leading the Enterprise Support Associates within the call centre. This role ensures high-quality, prompt support for business clients, manages support workflows, and drives performance excellence across the team, including oversight of both on-site and remote support agents.
KEY RESPONSIBILITIES
- Lead, coach, and develop a team of Enterprise Support Associates
- Oversee day-to-day support operations, including ticket response, escalation management, and SLA adherence
- Ensure effective coordination between remote, hybrid, and on-site team members
- Maintain high levels of customer satisfaction by ensuring timely and effective issue resolution
- Coordinate with technical and field support teams to resolve client issues
- Analyze support data and generate reports on team performance and customer trends
- Implement quality assurance processes and regular team training
- Manage escalations and high-value account issues directly when required
- Contribute to process improvement and CRM system optimization
QUALIFICATIONS AND EXPERIENCE
- Minimum 4–6 years in customer service, enterprise support, or contact center management
- Experience supporting B2B clients in ICT, telecom, or related sectors
- Knowledge of CRM and ticketing systems
- Proven leadership and performance management capabilities
- Strong analytical and interpersonal skills
- Experience managing remote and hybrid teams
Submissions Deadline: 9th June 2025 at 12pm