Technical Project Manager

***We are looking for Technical Project Manager who can join us immediately at our Bangalore Office ***

Responsibilities: 

• Collaborate closely with the client to align on overall project strategy and drive operational directives.
• Maintain a high level of compliance and confidentiality standards.
• Manage Operations team to ensure processes, operational goals, SLAs, and KPIs are maintained at expected levels daily, weekly, monthly.
• Interview and onboard new hires according to Client needs, Contractual requirements, Apex values, required skills and strengths.
• Lead motivational programs and maintain a positive morale and environment in accordance with Apex values.
• Provide development and coaching initiatives for your team to maximize their potential and meet team targets.
• Create a pleasant working environment that inspires the team.
• Develop and present monthly and quarterly metrics for various requirements to key internal and external stakeholders.
• Lead and/or contribute to various project initiatives such as workflow documentation, training material, and client proposals to completion.
• Effectively delegate tasks to team members
• Strategically develop and implement various target timelines.
• Empower team members with skills to improve their confidence, product knowledge, and communication skills.
• Oversee and manage employee scheduling, forecasting, and overall business unit service delivery coverage.
• Serve as a subject matter expert cross functionally. Act as the voice of our customer.

Required Qualifications:

• Skilled at establishing clear directions and communicating clearly.
• Must be comfortable and have experience presenting to a large audience.
• Team oriented mindset, with a strong sense of care and urgency
• Ability to be objective and use good judgement.
• Strong written and verbal communication skills
• Ability to quickly adapt and adjust your teams priorities as new projects come online.
• Excellent organizational management skills and diligence
• Computer skills including comprehensive experience with word processing, spreadsheet, and slide deck software (ideally in Microsoft 365 Workspace)
• Strong management skills with a reputation for mentoring and developing outstanding employees
• Previous experience leading a high-performing team in a fast-paced, high growth environment

Preferred Qualifications:

• 3-5 years experience leading customer service or support operations, meeting client satisfaction levels
• Knowledge of the gaming industry, social media industry, or any combination thereof
• Experience leading a gaming player support or customer support center preferred.
• Working knowledge of ticketing or customer relationship management platforms (such as Service Now, Zendesk, Jira, Salesforce, Power BI, etc.)
• Experience managing a team of seventy-five or more.
• Demonstrated ability to analyze large sets of data to provide insight, recommendations, and reports.
• Project Management experience
• Degrees related to analytics, communications, leadership, or business have been found to be helpful.