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.