Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Software Support Manager
1. Customer Support Management
KRA: Ensuring timely and effective resolution of customer issues to maintain high satisfaction levels.
Short Description: Managing customer support operations for software products.
- Customer satisfaction score (CSAT)
- Average response time to customer queries
- Resolution rate of customer issues
- Net Promoter Score (NPS)
2. Team Leadership and Development
KRA: Building and leading a high-performing support team through training and mentorship.
Short Description: Developing and managing the support team effectively.
- Employee satisfaction and retention rate
- Training completion rates
- Team performance metrics improvement
- Number of team members promoted or recognized
3. Incident Management
KRA: Implementing efficient incident management processes to minimize downtime and disruptions.
Short Description: Handling and resolving software incidents promptly.
- Mean Time to Repair (MTTR)
- Incident response and resolution time
- Incident recurrence rate
- Incident severity levels and escalations
4. Knowledge Management
KRA: Developing and maintaining a knowledge base to enable quick and accurate issue resolutions.
Short Description: Managing support documentation and resources.
- Knowledge base utilization rate
- Accuracy of knowledge base information
- Knowledge sharing within the team
- Knowledge base update frequency
5. Performance Reporting and Analysis
KRA: Generating performance reports and analyzing support metrics for continuous improvement.
Short Description: Monitoring and analyzing support performance data.
- Monthly support performance reports accuracy
- Trend analysis of support metrics
- Identification of improvement areas from data analysis
- Implementation of performance improvement initiatives
6. Escalation Handling
KRA: Managing escalated cases effectively to ensure prompt resolution and customer satisfaction.
Short Description: Handling escalated customer issues efficiently.
- Escalation resolution time
- Customer feedback on escalation handling
- Reduction in repeat escalations
- Resolution rate of escalated cases
7. Vendor Management
KRA: Overseeing relationships with external vendors to ensure timely delivery of support services.
Short Description: Managing vendor contracts and performance.
- Vendor response time to support requests
- Vendor SLA adherence rate
- Quality of support services provided by vendors
- Cost-effectiveness of vendor contracts
8. Continuous Improvement Initiatives
KRA: Leading continuous improvement projects to enhance support processes and efficiency.
Short Description: Driving improvement initiatives within the support department.
- Number of implemented process improvements
- Reduction in support ticket resolution time
- Employee suggestions implemented for process enhancement
- Overall impact of improvement projects on support performance
9. Compliance and Quality Assurance
KRA: Ensuring compliance with regulatory requirements and maintaining high-quality support standards.
Short Description: Monitoring support operations for compliance and quality.
- Compliance audit results
- Quality assurance scores for support interactions
- Adherence to service level agreements (SLAs)
- Corrective actions taken for compliance or quality issues
10. Stakeholder Communication
KRA: Establishing effective communication channels with internal teams and stakeholders for seamless support delivery.
Short Description: Facilitating communication for support operations.
- Feedback from internal teams on support communication
- Timely updates to stakeholders on support initiatives
- Cross-departmental collaboration effectiveness
- Improvement in stakeholder satisfaction scores
