BIDS Areas- Business Intelligence: Handling all needs related to CRM and data analysis.- Participant Digital Journey: Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.- Classroom Digital Experience: Handling participants' digital experience during sessions, whether in person, hybrid or online.
Audiovisual services will be included in this unit.- Technology Services: This large group brings together all tech services that support school operations, organized into three teams:- This team will handle systems, cybersecurity services, and telecommunications.- This team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.-New Area - Support : Executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.Responsibilities :- Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS, converting the actual service into a new proactive service, guiding the user across platforms, incidents, and requests.- Continuously improves IT support in partnership with internal staff / outsourced.- Directs the workplace team, responsible for release coordination, end-user communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.- Improves customer service experience, creating engaged customers.- Takes ownership of customer issues and follows problems through to resolution.- Sets a clear mission and deploys strategies focused towards that mission.- Develops service procedures, policies, and standards.- Keeps accurate records and documents customer service actions and discussions.- Analyzes statistics and compiles accurate reports.- Recruits, mentors, and develops customer service agents, nurturing an environment where they can excel through encouragement and empowerment.- Controls resources and utilizes assets to achieve qualitative and quantitative targets.- Adheres to and manages the approved budget.- Maintains an orderly workflow according to priorities.Requirements & Skills :- Proven working experience as a Customer Service Manager.- Experience in providing customer service support.- Excellent knowledge of management methods and techniques.- Working knowledge of customer service software, databases, and tools.- Ability to think strategically and to lead.- Strong client-facing and communication skills.- Advanced troubleshooting and multi-tasking skills.- Customer service orientation.- Proficiency in English.- Availability to travel occasionally.#J-18808-Ljbffr
