Customer Support Manager

Job Description

POSITION :CUSTOMER SUPPORT MANAGER JOB TITLE : MGR II CUSTOMER SERVICE BAND : 4-2 LOCATION : Bangalore BU/ Segment : Channel BU FUNCTION DESCRIPTION Supporting all Client's Business Units, the Channel Business Unit is comprised of more than 700 team members. The Sales team manages about 200 Distributor Partners around the world. Today, revenues generated represent about 23% of total client's sales. The Solution Center team drives Distributor and End-Customer growth through the delivery of effortless Customer Experiences. The team handles more than two million Customer interactions per year via chat, call, and email. Established in 2006, Channel was developed to create a coordinated, global approach to support electronic Distribution in an effort to capture client's scale advantage with Distributor Partners, reduce complexity for them when dealing with multiple Business Units, and optimize cost to serve. ABOUT THE ROLE Client is looking for an experienced and dynamic leader to join its Channel organization and will have responsibility for the India Solution Center teams. For Solution Center, the position will build and lead a high performing regional team of customer service professionals supporting Global customers to resolve complex issues and provide an extraordinary customer experience. The position will work closely with global leaders across Business Units, Distributors, Operations, Quality, Sales, Marketing, Information Technology and Product Management, as well as with other Business Units and Corporate, to quickly understand issues, perform analyses, and implement solutions. RESPONSIBILITIES Establish and execute the Channel Solution Center strategy to align with overall business unit goals and objectives. Responsible to drive the Extraordinary Customer Experience and Ease of doing Business by effectively leading multiple teams of customer service professionals servicing Global Customers. Lead the transformation of Customer Care to a highly functioning organization through the implementation of continuous improvement and effective change management strategies. Drive operational excellence through disciplined execution, tracking of key performance indicators, and routine follow up. Develop and promote talent throughout the Customer Care organization to build a pipeline of successors for key roles. In coordination with Bus resolve urgent delivery and expediting problems by advocating on behalf of the customer; speak directly with the customer on escalation matters as needed. Liaise between Business Units, Distributors, Sales, Production, Supply Chain, Planning, Quality and other functional teams to achieve delivery and sales performance KPIs. Ensure standardization of, and alignment to, corporate policies, procedures, and best practices. Responsible for delivering annual cost reduction, productivity and proficiency improvements. COMPETENCIES Passion for serving agents and delivering exceptional experiences. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization. Strong problem-solving abilities. Demonstrated ability to lead by example, understanding that your people are your best asset for success. EDUCATION AND EXPERIENCE : 8+ years of relevant experience in customer service. Preferably an Engineer of any discipline, but not mandatory (OR) Bachelors degree or higher in business analysis, business administration or related field. Must Have: Ability to truly encompass our Company Core Values MOTIVATIONAL/CULTURAL FIT Innovation mindset and Problem-solving approach Passion for Continuous improvement. Talent development. Results driven. Clear and concise communication. Strong communication, intercultural skills and ability to understand and work with other countries and cultures.