To manage the production performance of all product support teams within the assigned group to ensure that client required service levels and productivity targets are met by planning, leading, organizing and controlling its activities in accordance with the company policies and productivity standards.
Identify support requirements from HR, Training, QA, IT and Finance and requests such on a specified timetable to ensure efficient and effective implementation of the program.
Brief product support teams and coordinate with Training and QA departments the necessary orientation and training of program processes, standards, and productivity targets to ensure clarity in roles and performance expectations.
Monitor on a daily basis product support’s performance through Team Captains and performance reports and take the necessary and immediate corrective action to maintain performance at the optimum level.
Meet with the Team Captains and members on a regular basis to coordinate and exchange updates, best practices, operation status, issues and new developments for proper dissemination and effective execution.