Technical Support Manager I (Sales Coach Manager)

at  in  Gurgaon, India | Posted on 18 September, 2015
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Job Description

Leads a team of SC (Sales Coach) for the process. Supervises Coaches who support the front line representatives that are answering customer inquiries primarily over the telephone, e-mail, chat, or online. Analyzes and responds to operational, Sales, and/or customer satisfaction data.

Role Responsibilities :

  • Is Accountable for delivering the required margin goals for US NA business 
  • Good understanding of technical aspects of process & in depth knowledge of salest function.
  • Mentor, coach and monitor the performance of SC regularly.
  • Assist business leaders in special projects. Owns and drive initiatives for process.
  • Identify & act on unique technical issues. Assist with training, identify training needs for SC.
  • Applies knowledge and understanding of general principles to develop solutions where established criteria do not exist.
  • Provides deep dive and root cause analysis of various technical &functional issues.


  • Graduate with 8-10 years of relevant experience.
  • Experienced project management skills
  • Strong customer service skills.
  • Experienced in developing and leading a team to deliver key business results
  • Excellent interpersonal, presentation and analytical skills.
  • Experienced to use of proprietary systems and information.

Not disclosed


IT Manager


Not mentioned

About Company

Dell Inc. is a privately owned multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs and supports computers and related products and services.

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