1. Overseeing speaker and swipe device replacement processes, ensuring timely and efficient delivery.
2. Managing speaker and swipe service requests to meet defined service standards.
3. Leading a team of Service Managers, ensuring their day-to-day performance aligns with organizational goals.
4. Facilitating the onboarding of swipe partners to strengthen the service network.
5. Monitoring merchant ticket tracking and ensuring resolution within the Turn-Around-Time (TAT) for service and replacement issues.
6. Resolving swipe device and SIM card-related issues on a daily basis to maintain service reliability.
7. Supervising the daily operations of the servicing call center to ensure consistent and effective support for customers
Functional Expertise
1. In-depth understanding of service management, device replacements, and troubleshooting processes.
2. Strong leadership skills to manage and guide service teams effectively.
3. Familiarity with ticket tracking systems and operational workflows in call center environments.
4. Knowledge of onboarding processes for service partners and maintaining service quality standards.
Problem Solving
1. Identify and resolve bottlenecks in service delivery and ticket management processes.
2. Develop solutions for recurring swipe device and SIM card issues to improve overall reliability.
3. Balance resources and priorities to ensure consistent service performance under tight deadlines.
