Rohan Dubey
Manager GCC - Customer Operations @Jaggaer
- Role
- Gcc Customer Operations Manager at JAGGAER
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Rohan Dubey
Having 7+ years of experience in IT, Management, Service Desk and Tech Support. Looking…
Experience
Gcc Customer Operations Manager
Apr 2025 — Present · Hyderabad, IN
Develop and maintain effective relationshipswith customers. Consult with customers regularly to identify needs and develop actionplans to eliminate issues. Responsible for handling escalated customer issues. Ensuresteam understands all company and department systems, policies, and procedures.Provide strong leadership and ongoing coaching to team members; foster anenvironment of open learning and continuous improvement. Develop and implementappropriate measurements and dashboards to measure the performance of the team andgauge the success of programs. Develop product and process improvement proposalsbased on data-driven analysis. Responsible for the successful technical analysis andresolution of client reported incidents related to software problems. Also responsiblefor technical analysis of customer incidents to identify opportunities for root causeresolution, to assess quality of technical answers and analysis, and to recommendservice quality improvements. Identify opportunities to eliminate customer issues, andwaste within the support processes, utilizing Lean tools and principles. Responsiblefor overseeing department operational schedules & staff coverage in a 24x7 supportenvironment. Responsible for all aspect of personnel management includingscheduling, hiring, terminations, and performance appraisals. Develop and maintainproficiency in the company’s software solutions, solution methodologies, and coretechnologies. Identify and develop effective working relationships and lines ofcommunication with internal departments. Participate in short- and long-term planningand policy development as it pertains to the Customer Support team. Participate as amember of the management team in planning, problem resolution and reviewingdepartment performance. Provide weekly reporting on status of managedaccounts. Assist in developing, writing and implementing policies and procedures.
Education
Aakar Institute of Research and Management
Bachelor of Business Administration - BBA, Business Administration and Management, General
Tejeswini Vidya Mandir, High School
Bachelor of Business Administration - BBA, Information Technology
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