Job Summary
We are seeking a dynamic and experienced individual to manage Call Centre operations for service as a Contact Centre Manager. The candidate will be responsible for optimizing Customer Response Centre (CRC) processes and leading a team to achieve service excellence with added responsibilities, which includes Warranty Administration and Service Master data management. Person will ensure compliance with manufacturer and company policies while maintaining accurate records and facilitate excellent customer support internal & external. The ideal candidate will possess strong interpersonal skills, enabling them to build and maintain positive relationships with colleagues, clients, and stakeholders, fostering a collaborative and supportive work environment.
Education & Experience
- Bachelor’s degree / B’ tech in business administration or Electronics and Tele Communications or Electrical or a related field preferred.
- 10 years of experience in contact centre operations, with at least 3 years in a manager role.
Key Responsibilities
- Contact Centre:
- Oversee the daily operations of subcontracted contact centre, ensuring efficiency and high service levels.
- Develop and implement customer service strategies to enhance the customer experience.
- Lead, coach, and manage a team of customer service representatives and supervisors.
- Monitor key performance indicators (KPIs), such as abandoned rate, handling time, talk time, Average Speed of Answer (ASA), attrition rate and Service Level for call centre.
- Implement and optimize contact centre technologies, including CRM systems and call routing tools whenever needed.
- Handle escalated customer issues and ensure prompt resolution.
- Analyse call centre data to identify trends, gaps, and areas for improvement.
- Develop training programs to enhance team performance and product knowledge.
- Work closely with service and IT, to improve customer support processes.
- Ensure compliance with company policies, industry regulations, and service quality standards.
- Warranty Administration:
- Review extended warranty claims on products for accuracy, completeness, and adherence to company and policies.
- Communicate with Service Engineers, parts departments, and manufacturers to verify claim details and resolve discrepancies.
- Track and monitor warranty claims for Dead on Arrival cases to ensure timely approvals.
- Maintain detailed records of warranty claims, approvals, rejections, and replenishment.
- Assist customers and internal teams with warranty-related enquiries.
- Work closely with SME team to monitor and report potential product quality issues.
- Stay updated on internal policies, warranty guidelines, and industry best practices.
- Knowledge of repair protocols, service manuals, and maintenance requirements for all products covered under warranty. Support service department operations as needed.
- Master Data Management:
- Develop, implement, and maintain master data management policies, standards, and processes for service-related data.
- Ensure accuracy, completeness, and consistency of service master data across enterprise systems.
- Collaborate with cross-functional teams, including IT, operations, and business units, to align processes and data governance practices.
- Manage data lifecycle processes, including creation, maintenance, and deactivation of service-related master data.
- Identify and resolve data quality issues through validation, standardization, and cleansing.
- Define and enforce data governance frameworks, including process & data ownership, stewardship, and accountability models.
- Work closely with IT teams to configure MDM tools and ensure system integration, if it calls for.
- Generate reports and insights from master data to support strategic business decisions.
- Provide training and support to business users on MDM policies and best practices.
- Proficiency in using enterprise resource planning (Oracle E Business Suite) to log and track warranty claims and service requests.
Qualifications & Skills
- Proven experience in contact centre management or a similar leadership role.
- Strong understanding of customer service principles, call centre technologies, and performance metrics.
- Excellent leadership, coaching, and team-building skills.
- Ability to analyze data and make strategic decisions.
- Strong communication and problem-solving skills.
- Experience with Oracle E Business Suite, call centre software, and workforce management tools.
- Ability to handle high-pressure situations and multitask effectively.
- Previous experience in warranty administration, service administration, or a related field preferred.
- Knowledge of warranty processes, claims submission, and manufacturer policies.
- Attention to detail and accuracy in documentation.
- Proficiency in warranty processing software, Microsoft Office (Excel, Word, PPT), and other relevant tools.
- Ability to work independently and collaboratively within a team.
- Strong understanding of MDM principles, data governance frameworks, and data quality management.
- Experience working with service-related data in ERP (Oracle E Business Suite), CRM, or asset management systems.
Domain Knowledge
Good understanding of the field service and service sales domain is crucial for interpreting data in context and generating relevant insights. This includes knowledge of:
- Service Level Agreements (SLAs): Understanding how to track and analyze service performance against SLAs.
- Key Performance Indicators (KPIs): Identifying and monitoring relevant KPIs for service operations and sales performance.
- Service Processes: Familiarity with service workflows, including dispatching, maintenance, and repairs.
- Sales Processes: Understanding sales cycles, lead generation, and customer relationship management.
- Problem-Solving Skills: Ability to analyze business problems, identify data-driven solutions, and make recommendations for improvement.
- Critical Thinking: Capacity to evaluate data critically, identify trends and patterns, and draw meaningful conclusions.
Soft Skills
- Communication Skills: Good verbal and written communication skills are essential for conveying complex data insights to non-technical stakeholders.
- Presentation Skills: Ability to create compelling presentations and visualizations that effectively communicate findings and recommendations.
- Collaboration Skills: Capacity to work effectively with cross-functional teams, including service managers, sales representatives, and other stakeholders.
- Attention to Detail: Meticulousness in data handling and analysis to ensure accuracy and reliability of results.
- Curiosity and Continuous Learning: A passion for data and a commitment to staying updated with the latest trends and tools in data analytics.
Time Travel Needed
- Requires ability to maintain overall productivity in an interruption-driven environment
- Travel as required 5% (domestic & international)
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS:
Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
Customer Focus
Operational ExcellenceHigh-Performance CultureInnovationFinancial Strength
OUR BEHAVIORS
Own It
Act With UrgencyFoster a Customer-First MindsetThink Big and ExecuteLead by ExampleDrive Continuous ImprovementLearn and Seek Out DevelopmentVertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Same Posting Description for Internal and External Candidates
About The Team
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity EmployerWe promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
