The Data-Driven Support Manager: A Practical Guide to Building High-Performing Global Support Teams

This guide was written to empower support operations leaders to become business leaders within their companies through the effective use of operational metrics and analytics, as well as effective people management. Support operations professionals are often undervalued, underappreciated, underutilized, and sometimes ineffective due to insufficient training in data-driven operations management, project management, presentation and leadership skills. This guide is designed so that a person with 5- 10 years of experience outside of operations, or a new operations manager who has been an individual contributor in the customer support field, can become a strong, influential manager by using these concepts, practices, and techniques. Be sure to check out the resources at the end of this guide; both the Practical Resources workbook and the Recommended Reading list are valuable for any operations manager looking for strategies to improve their team's performance and their own expertise in the industry.