First Line Manager (FLM)

What will my future role be about? • Responsible for managing team of analysts. • Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs. • Motivating associates through effective management, career development & implementation of reporting mechanisms. • Liaison with other areas of the company affecting technical support. • One on One Relationship mgmt. • Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings. • Manage attendance & performance incentive for the team. • Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift. • Mentor and assist new hires. What should I bring to the table? • Extensive domain understanding of retail business within oil and gas industry and upstream/downstream business classification. • Knowledge of different business model operation within downstream distribution eg. DODO, CODO & COCO. • Extensive understanding of the client's products and their possible technical realization. • Safe use of computers and systems. • Responsible for administrative aspects including reporting. • Superior communication (oral, written), presentation, and interpersonal skills. • Demonstrated ability to develop and implement process enhancements including technology and performance • Ability to plan, prioritize, organize and communicate with client. • Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software. • Experienced in goal-setting (defining and prioritizing specific, driving objectives). Retail Helpdesk Services