Job Referance- 211204

Key Requirements-

• work experience 2-5 years (L1 Support Agents),6-8 years (support specialist team lead),8-10 Years (PMO)

• Experience in Java.

• Knowledge of Google Ad Manager API (or/and) Content API for Shopping (or/and) DBM API excellent knowledge of GSuite (Especially Docs, Spreadsheets, Presentations).

• Supervise Team Leads with focus on their KPIs.

• Manage L1 support operations for Ads Developer Relations comprising a team of Leads and Support Agents.

• Effectively manage day-to-day team operations.

• Ensure incoming cases are handled with the highest level of quality by the L1 team.

• Conveying guidance changes to the team.

• Reviewing quality reports and analyzing course correction actions.

• Reviewing and tracking incidents.

• Conduct Cadence meetings Weekly/Monthly with all Stakeholders to gather review comments and implement changes as needed.

• Improve reports and processes to enable delivery support at scale like: Issue tracking, SLA.

• Adherence, KPI measurement and improvement, knowledge management, self-help, user forums, customer feedback management, etc.

• Drive regular meetings with the team. Manage team performance to goals, continuously evaluating and making adjustments as necessary