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Customer Services Manager

Job Description:

This is a key role, working as part of the Service Desk; duties will include, but are not restricted to the following:
Manage 24×7 Service Desk Support
Monitor and maintain Service Desk team/individual objectives
Prepare and execute Service improvement plan
Handling escalations raised by Service Desk customers
Process Improvement
SLA Management
Incident Management and Reporting
People / Resource Management, Support building self-driven teams that work cohesively in a collaborative environment.
Daily team management, leading a highly motivated team for success.
Closely work with Managers across other areas
Support hiring right resources by understanding the requirements and quality expectation of the organization
Report on the operations of the team on a weekly, monthly and quarterly basis
Training need analysis
Performance management
Conducting Appraisals

Any other duties as reasonably requested by the Company.

Salary: Not Disclosed by Recruiter
Industry:Telecom/ISP /
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Assistant Manager/Manager-(Technical)

Redcentric Solutions Private Limited
10 – 12 yrs Hyderabad / Secunderabad


Training Need Analysis SLA Management Operations Team Management Incident Management Escalations Service Desk Service Improvement Process Improvement Resource Management
Desired Candidate Profile:

UG: Any Graduate – Any Specialization, Graduation Not Required
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
He/she should be having 5-8 years of management experience.
Excellent verbal, written and communication skills, with the ability to work closely and effectively with colleagues, customers and suppliers in the UK.

Strong management and interpersonal skills.
Determination and drive, with the commitment to take responsibility for issues and manage them to resolution.
Strong analytical skills, with a recognised professional qualification and several years of relevant experience.
Bright and energetic, with an analytical and enquiring mind.
Managed Service Provider (MSP) experience would be desirable.

Kindly provide the below details while applying:

Current CTC:
Expected CTC:
Notice Period:
Willing to Relocate (If not from Hyd):
Certifications If Any:
Manager Experience:
Company Profile:
Redcentric Solutions Private Limited
Redcentric Solutions Private Limited

Redcentric Solutions is an offshore support centre of Redcentric (http://www.redcentricplc.com/). Redcentric is a leading provider of network based end to end managed services, technology and infrastructure solutions.
The foundation of Redcentric’s continued success is its staff, and therefore we recruit and develop people who want to progress within our fast-moving environment.

Redcentric is a significant ISP and provider of network services, with a core MPLS network, metro networks, dual network operations centres, pre-staging & pre-termination facilities and a logistics centre.

Redcentric started its operations in the year 2006. We provide technical and customer support for our brands Hotchilli, ADSL4Less and Maxima. We provide following services.
Hotchilli Internet (ISP in the UK) – We provide ISP support for Hosting, Domains and Broadband services.

ADSL4Less (Cheapest ISP in the UK) – We provide Broadband support for home/small office users.

Recruiter Name:Margaret/Sony/Yousuf
Contact Company:Redcentric Solutions Private Limited
Address:#6-3-1192/1/1,405 to 408, Block II, 4th Floor, White House,Kundan Bagh, Begumpet,Hyderabad,Andhra Pradesh,India 500016
Email Address:hrindia@redcentricplc.com