Operational Lead

Job Title: Technical Support – Operations Lead
Location: Gurgaon, India

Who We Are At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more important than doing things the way they’ve always been done. What We’re Looking For SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team and flexible to work in 24x7 work environment.

What’s in it for you? The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation, and fun.

Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big! The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You’ll Do

Operations:
•Manage scheduled workforce efficiently and mitigate any impact from shrinkage
•Ensure workforce logs into appropriate tools throughout the day (Snapper, Omnichannel)
•Real-time monitoring and floor supervision to ensure smooth running of operations
•Daily routine – SPAM deletion, case transfers, contact additions, omnichannel scrub
•Monitor omnichannel queue to ensure cases are assigned and SLAs are met
•Monitor IRD (Initial Response Dashboard) and keep count at 0 (all through the day)
•Ensure no calls are abandoned (callback). In the unlikely event a callback occurs, the ops lead needs to investigate the callback and assign it
•Collaborating among regional ops and technical leads to maintaining adequate staffing on holidays. Analyzing past trends and creating reports for volume, headcount, attrition & shrinkage.
•Streamlining the overall case management process by creating SOP’s which will enable the smooth functioning of the support team.
•Make sure agents are available in the queue and cases are getting handled on time during weekends (on-call duty)
•Review, coordinate, and approve OT (banked time) and Time in Lieu
•Leverage Business Insights tools (e.g., PowerBI, Snapper reports, Salesforce reports) to identify and track trends or outliers that will impact the business and share this with the management team.
•Lead the weekly operations review meeting from an operational performance point of view.

Quality:
•Monitor customer interactions, including calls, emails, and chat sessions, to assess the quality of service provided by support engineers
•Provide constructive feedback and coaching to support engineers based on quality evaluations. Identify areas for improvement and development opportunities for individual team members
•Accountable for achieving individual training performance metrics including mock calls, customer handling skills, dealing with difficult customers etc.
•Listening calls, focusing on customer handling skills including call flow, rapport building, dead air, customer education & email communication
•Collaborate with management to develop strategies for addressing performance gaps and implementing process improvements
•Provide ongoing support and guidance to new hires and existing team members to help them succeed in their roles
•Maintain reports and analysis to track performance metrics, identify trends, and measure the impact of quality improvement initiatives

Experience You’ll Bring:
•5+ years of technical/customer support and 1-2 year of intraday operations management
•Fundamental understanding of WFM/contact center metrics and terminology
•Strong interpersonal and communication skills, with the ability to provide constructive feedback and coaching effectively
•Self-driven team player with high attention to detail and eagerness to achieve excellence.
•Proficiency in MS Excel and MS PowerPoint
•Familiar with Salesforce / Power BI reporting and dashboard
•Ability to work in a fast-paced, high-visibility environment.

About SOTI
SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provides the tools organizations need to truly mobilize their operations and optimize their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organization.
At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal-opportunity workplace. We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to market. We offer careers with #EndlessPossibilities.

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Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.