Manager
🇻🇪 Venezuela
Operations Manager
Operations
Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:
-
- Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- Complete, and periodically maintain, proper departmental documention, such as but not limited to:
- troubleshooting guides,
- policies,
- procedures,
- processes,
- resolution guides,
- walkthroughs,
- training material.
- Ensuring documented departmental policies, procedures, processes, etc. are followed.
- Apply strong triage methodologies for proper and timely creation, handing, resolution, management, communication, and closure throughout a Tier 2 trouble ticket life cycle.
- Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, escalation SLAs, and reports that track key metrics associated to each.
- Continually identify, define, and lead initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or str...
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🇻🇪 Venezuela
Operations Manager
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