About this opportunity Oversees the activities of Customer Support that provides operational/business process supporting to internal and external customers for company products and services.Ensures quality service and operational performance within the parameters of program and delivery standards.Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility).Selects, develops and evaluates personnel to ensure the efficient operation of the function.In this role, you will… Setting goals for performance and deadlines in ways that comply with company's plans and vision Organizing workflow and ensuring that employees understand their duties or delegated tasks Monitoring employee productivity and providing constructive feedback and coaching Identifies and applies career advancement opportunities for direct reports Manages projects Responsible for immediate supervision to semi-skilled employees and/or non-exempt employees Responsible for monitoring the daily operations of units or sub-units Interacts daily with subordinates and/or functional peer groups.Work with full autonomy not requiring closing supervision Establishes practices and procedures in analyzing situations or data from which answers can be readily obtained.Requires full knowledge of own area of functional responsibility.Strong analytical skills to identify gaps and propose necessary improvements Strong operational skills management with focus on delivering KPI targets and responsible for dimensioning schedule Strong oral and writing communication skills Work close to main stakeholders and area partners, fast responding to escalation and bringing solution to issues and critical cases Omnichannel knowledge and solution center mindset Strong capacity to manage tickets VOC analyses and continuous improvement vision, presenting scalable operational solution In this role, you'll need … Bachelor's degree from a four-year college or university More than 4 years of directly related experience Proficiency in English is desirable for this position.Strong Leadership skills Ability to influence and motivates others Business Insights Manages complexity Builds network Develops talent Communicates Effectively Builds effective teams Project Management Ability to identify customer-focused solutions and problem solving.Affinity for technology, agile thinking and ability to always be learning.Strong critical skills, strategic thinking, problem solving, empathy, and decision making.
