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Manager, CS

Manager, CS

Enphase Energy

4 - 9 years

14 - 18 Lacs

Bengaluru

Posted:Just now| Platform:

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Skills Required

Team management Operational excellence Staffing Project management Process excellence Management Stakeholder management Operations Monitoring Recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Description

Primary Responsibilities/Activities: Role is for night shit.

Team Management

Lead and mentor supervisors to deliver results consistently
Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team. Manage multi-layer squad and their performance through on-the-job coaching and mentoring.
Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team
Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect

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.
Identify recruitment needs from forecast models and work with recruitment to drive this end-to-end.

Stakeholder management:

Collaborate with different cross-functional managers
Manage stakeholder internal and external communications; de-escalate customer relations and prevent churn through cross-collaboration and effectively manage expectations
Process excellence:
Identify operational issues and help improve processes performance

Basic Qualifications

Minimum of 7 years of professional experience in multi-channeled support environment with at least 4 years of experience directly managing an impactful team.
BE or B T ech graduate preferred
The role is for night shit.
The candidate should be open to working weekends as well
Communicates clear and concise thoughts, both verbally and in writing
Strong affinity for stakeholder management, strategic problem solving and driving action through data-driven insight
Project management experience is a bonus

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