Customer Support Supervisor

Project Management

• Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.
• Analyze support metrics and processes while developing more effective techniques and strategies as needed.
• Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.
• Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution :

• Identify critical insights and provide improvement recommendations to product teams.
• Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.
• Participate in hiring drives and onboard eligible candidates.

Stakeholder management :

• Collaborate with different cross-functional supervisors and managers
• Identify operational issues and help improve processes performance

Who you are and what you bring :

• Should be a Graduate - B.E / B.Tech Graduate.
• Should have a minimum of 5 year s of experience in n multi-channeled support environment with a minimum of 2 years as a supervisor managing a minimum of 10 reports
• Strong verbal and written communications skills in English is a must
• Computer literate (PC skills essential, Mac OS desirable)
• General understanding electrical concepts, AC DC circuits, electrical or electronics background would be highly desirable.
• Good Interpersonal skills and proven ability to build rapport and establish / keep working relationships with customers, peers and managers.

Skills Required

Project Management, Process Improvement, Team Leadership, Stakeholder Management, Performance Management