One of our reputed clients is seeking experienced and dynamic Customer Support Managers – Video Contact Center to lead support operations and manage high-performing technical teams. This role requires strong leadership, technical expertise, and the ability to deliver exceptional customer support in a fast-paced, global environment.
SALARY: Negotiable
KEY RESPONSIBILITIES:
- Lead, mentor, and manage a team of support engineers, ensuring high performance and continuous development.
- Ensure strict compliance with Service Level Agreements (SLAs) and support quality standards.
- Handle complex technical issues through hands-on troubleshooting and root cause analysis.
- Monitor and improve team technical capabilities and overall performance.
- Maintain clear communication across teams, clients, and internal stakeholders.
- Prepare and deliver timely reports to support business decisions and transparency.
- Conduct regular client meetings to maintain strong relationships and address concerns.
- Identify risks in support operations and implement proactive solutions.
- Ensure compliance with data privacy regulations and internal security standards.
- Monitor customer satisfaction metrics and implement improvements.
- Support global clients across multiple time zones including India and USA.
- Travel internationally when required for support-related activities.
- Collaborate with cross-functional teams to enhance product and service delivery.
REQUIREMENTS:
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Minimum 7+ years of experience in technical support or a related domain.
- Proven experience managing a support team of at least 5 members in a 24/7 environment.
- Strong knowledge of Java and .NET technologies.
- Good understanding of Windows and Linux systems.
- Experience with Web & Application Servers (Tomcat, IIS).
- Knowledge of HTML, CSS, JavaScript, and SQL.
- Strong expertise in log analysis, troubleshooting, and root cause analysis.
- Experience in Contact Center environments is an advantage.
- Familiarity with CTI, IVR, PBX, or Agent Desktop applications is a plus.
- Knowledge of platforms like Avaya, Genesys, Cisco is an added advantage.
PROFESSIONAL SKILLS:
- Strong leadership and team management skills.
- Excellent communication skills in English (written & verbal).
- High attention to detail and quality orientation.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- High sense of accountability and ownership.
BENEFITS:
- Opportunity to work with global clients and advanced technologies.
- Exposure to international projects and environments.
- Career growth and leadership development opportunities.
- Hybrid working model with flexible hours.
HOW TO APPLY:
Email your CV to: This email address is being protected from spambots. You need JavaScript enabled to view it.
Call: 0117 387 882 | 0117 387 883
Manpower Lanka Solutions (Pvt) Ltd.
12A, Ridgeway Place, Bambalapitiya, Colombo 04.