Job Summary

As a Track Lead in Support & Operations, you will play a critical role in managing operational processes with a focus on continuous improvement, problem-solving, and meeting client Service Level Agreements (SLAs). You will empower teams through effective people management while ensuring client satisfaction and driving operational excellence.

Key Responsibilities

1. Enhance Operational Systems By Utilizing Webex Tools And Analytics To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes For Better Organizational Planning.
2. Engage With Clients To Understand Their Requirements And Ensure That The Support Team Utilizes Webex To Meet And Exceed Client Expectations Effectively.
3. Lead And Mentor The Project Team, Fostering Transparent Communication Of Project Goals And Utilizing Webex For Team Collaboration And Progress Tracking.
4. Drive Innovation By Introducing New Ideas And Process Improvements Using Webex Functionalities To Support Overall Organizational Progress.
5. Analyze Customer Needs And Provide Tailored Solutions Through Webex, Ensuring That Outcomes Align With Business Objectives And Contribute To Measurable Results.

Skill Requirements

1. Proficient In Webex For Communication And Collaboration.
2. Strong Understanding Of Operations Management And Process Optimization.
3. Excellent Problem-Solving And Analytical Capabilities.
4. Good People Management Skills With Experience In Mentoring Teams.
5. Solid Knowledge Of Client Relationship Management And Service Delivery Metrics.

Other Requirements

1. Optional: Cisco Webex Certification.
2. Optional: Itil Foundation Certification