Customer Data Analytics Support Manager

SDK Tek Services Ltd. (“SDK”) is looking for a Customer Data Analytics Support Manager to lead the SDK's Data Analytics Support team in serving our customers. You will build on SDK's best practices to provide end to-end data support for SDK’s Customer Data needs while driving continuous improvement initiatives and looking for optimization opportunities. The Customer Data Analytics Support Manager supervises the day-to-day operations of the SDK’s Customer Data support operations. They will be responsible for maintaining consumer satisfaction through the provision of problem-solving resources, and providing leadership to the Customer Data support resources, ensuring that they are constantly providing the best in-class support for SDK’s clientele. The Data Analytics Support Manager is also responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service.

Roles and Responsibilities

• Recruitment: The Customer Data Analytics Support Manager will play a major role in recruiting, orienting, training, assigning, and coaching, and disciplining Customer Support Agents. You will communicate the vision and objectives of the Data Analytics Support department, monitoring, and reviewing the team’s contribution to providing outstanding support for SDK’s customers.
• Strategy: The Customer Data Analytics Support Manager will work with SDK’s management team to continually improve and innovate our strategic vision for the support organization. They will prepare and complete action plans, to implement improvements in SDK service of our customers.
• Management: The Customer Data Analytics Support Manager plays a managerial role in ensuring that their Data Analytics team have serviced SDK’s customer in a satisfactory manner, resolving all issues within reasonable time.
• Customer Service: The Customer Data Analytics Support Manager plays an active role in the actual support of our team servicing our clients. They participate in the communication with clients via telephone, mail, email, and face-to-face, investigating and resolving clients’ problems of a complex and long-nature. They establish good working relationships with SDK’s customers and provide advice on how best to use the services we offer as well as keeping accurate records of correspondence with our clients.
• Analytics: The Customer Data Analytics Support Manager also plays a major analytical role within the SDK by forecasting the customer support department’s financial requirements and preparing weekly/monthly/annual departmental budgets, scheduling expenditures, overseeing departmental budgetary allocations, and initiating any necessary corrective measures.
• Knowledge and Opportunity: The Customer Data Analytics Support Manager also has the duty to keep the support department updated on the latest support practices.
• Hire, develop, mentor, and train both onshore and offshore Support Team staff.
• Manage account relationship and be responsible for contract management for the Support organization.
• Offer training to Support Team and its clients to support the Data Analytics solution.
• Provide coaching to the Support Team to ensure stakeholders are engage based on the severity of the incidents and understand the escalation path for Support Team.
• Collect and report on support KPIs and provide monitoring dashboards on Data Analytics Support services based on the Service Level Agreement.
• Make recommendations for the improvement of the SDK’s customer support process.
• Work closely with Delivery Team and Data Ops Team to stay informed with the technologies required to support the Data Analytics Solution.
• Monitor and analyze information and data systems and evaluate their performance to discover ways of enhancing them (new technologies, upgrades etc.)
• Troubleshoot data-related problems and authorize maintenance or modification.

Qualifications

Success in the position will require the following skills and qualities:

• Degree in IT and System Technology field or its equivalent.
• Experience in managing support section of an organization.
• Ability to attend to detail and respond swiftly to work demands.
• Good written and verbal communications skills.
• Ability to identify and resolve issues regarding Support in a timely manner.
• Minimum of 3 years experience in management of people and team development.
• Familiarity with modern database and information system technologies
• Proficient in MS Office (Excel, Access, Word etc.), JIRA, and/or Azure DevOps.
• An analytical mindset with problem-solving skills.
• Exceptional communication skills that allow them to inform, help, and advise customers clearly, and to liaise effectively with the business’s internal managers and other professionals.

Job Types: Full-time, Permanent

Salary: $100,000.00-$130,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision care

Schedule:

• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Experience:

• Big data: 3 years (preferred)
• Management: 3 years (preferred)
• IT support: 3 years (required)

Work Location: Hybrid remote in Calgary, AB T2N 1Z6

Expected start date: 2024-03-01