Customer Support Supervisor

As a member of the Enphase Energy team, you will play a crucial role in designing and developing cutting-edge energy technologies to drive a sustainable future. In this role, you will be required to work from the office 5 days a week, with weekend shifts as needed, including night shifts. If you are not willing to work during these timings, please refrain from applying. **Team Management:** - Lead and mentor team members to consistently deliver results. - Own Key Performance Indicators for your team, manage processes, motivate, and train team members. - Manage a multi-layer squad through on-the-job coaching and mentoring. - Plan optimal workforce management for coverage, considering operational challenges or sudden changes in staffing needs. - Create an engaging working environment that fosters personal responsibility, mutual support, trust, and respect. **Project Management:** - Evaluate, analyze, implement, lead, and monitor processes to enhance center efficiency and staff performance. - Analyze support metrics, develop effective techniques, and strategies. - Develop specific project plans with clear deliverables, manage deadlines, resources, and risks. - Investigate low customer satisfaction scores, identify root causes, and create action plans for resolutions. **Execution:** - Provide improvement recommendations to product teams based on critical insights. - Develop new processes to increase team and organizational efficiency. - Participate in hiring drives and onboard eligible candidates. **Stakeholder Management:** - Collaborate with cross-functional supervisors and managers. - Identify and help improve operational issues to enhance process performance. **Qualifications and Skills:** - Graduate in B.E/ B.Tech. - Minimum 5 years of experience in a multi-channeled support environment, with at least 2 years as a supervisor managing a minimum of 10 reports. - Strong verbal and written communication skills in English. - Computer literate (PC skills essential, Mac OS desirable). - General understanding of electrical concepts, AC & DC circuits, electrical or electronics background highly desirable. - Good interpersonal skills and ability to build rapport with customers, peers, and managers. - Project management experience is a bonus.,