Responsibilities:
- Coordinate with team members, assigning tasks, and setting priorities based on the volume and urgency of support tickets.
- Monitor the support ticketing systems throughout the day to ensure that incoming inquiries are assigned, addressed, and resolved in a timely manner.
- Assist team in finding appropriate DevOps resources. Handle escalated cases that require specialized expertise or attention.
- Keep track of team performance metrics, such as response times, resolution rates, and customer satisfaction scores. Identify areas for improvement and take proactive steps to address any issues.
- Conduct one-on-one coaching and ensure that team members are trained, certified, and updated on new Salesforce features to enhance their technical skills, product knowledge, and customer service abilities.
- Provide mentorship and guidance to team members, conduct routine performance evaluations to ensure adherence to call center standards.
- Develop guidelines and protocols for standard effective communication with the customers within the DevOps team.
- Manage/create knowledge-base systems using a variety of tools such as Trailhead, FAQs, and troubleshooting guides to help team members resolve common issues efficiently. Implement a system to enable DevOps specialists to create and update knowledge base articles effectively.
- Collaborate with other departments, such as Account Managers, Project Managers, RPD, and Customers to address cross-functional issues and ensure alignment with business objectives. Participate in meetings and discussions to provide input on system enhancements or process improvements.
- Handle escalations from team members or users that require managerial intervention or executive-level support. Communicate with stakeholders to manage expectations and ensure timely resolution of escalated issues.
- Conduct regular quality assurance reviews of support interactions to ensure adherence to service level agreements, company policies, and best practices. Provide feedback and coaching to team members to maintain service excellence.
- Analyze reports on team performance, user feedback, and key metrics to identify trends, patterns, and areas for improvement. Present findings to management and recommend strategies for enhancing team efficiency and effectiveness.
- Handle administrative tasks such as scheduling, resource allocation, and performance evaluations.
- Maintain accurate records of team activities, achievements, and challenges for reporting and analysis purposes.
- Actively seek feedback from team members and users to identify opportunities for process optimization, system enhancements, and service delivery improvements. Implement changes based on feedback and lessons learned to continuously improve team performance and user satisfaction.
- Manage an agile DevOps delivery team who will have the responsibility of reviewing customer requests, formulating estimates, and overseeing delivery item backlog within the managed service package.
- Contribute to the recruitment process which includes conducting interviews, evaluating candidates’ qualification, and making hiring recommendations.
