Supervisor - Employee Services

Your Job

You should be able to proactively build relationships with key business stakeholders in the organization to assist with the escalations and trends that are impacting their business units. You will be responsible for enriching end user experience by driving continuous transformation. Together with our Global centers, we are responsible for ensuring our customers receive the support they need via phone, chat, and self-service 24x7 in multiple languages. We prioritize the value of our users time by implementing efficient callback options, significantly improving both Customer Satisfaction and overall, First Contact Resolution rate, We are here to help, proactively spreading awareness and improving the customer journey. Join us and experience the difference!

Our Team

At Koch, we empower employees to innovate, experiment and transform, prioritize the highest value opportunities, develop, and leverage advantaged capabilities, and provide innovative and transformative solutions that will accelerate profitable outcomes. If you are passionate about people and providing IT solutions, this is the role for you! Being a Supervisor in Koch IT Support, you will have the opportunity to lead a cross functional team where you will be expected to collaborate with a team of leaders, both global and remote, to maximize the potential of this large and diverse team while identifying and developing your own team's unique comparative advantages that will allow them to create value in future roles along their career paths.

What You Will Do

People manager for 8-10 associates. Supervise, coach, mentor and develop a group of technical support associates in the day-to-day operations of providing IT customer support to multiple business groups

Having 1 on 1 discussions with the associates to identify, assess and work to close gaps in employees development areas

Ensure the team is efficiently and effectively addressing consumer issues and meeting service level commitments

Collaborate with various teams/people/customers to understand priorities and vision

Share appropriate feedback with team members wherever required

Responsible for performance review of the associates

Sharing weekly performance reviews and feedback with the employees

Represent SD in Global leadership/Business Customers Meeting and collaboration

Develop and enable your people and create a good environment and help them in their self-actualization journey

Who You Are (Basic Qualifications)

2+ years of experience in leading a team.

Knowledge of using ticketing tools (Preferably ServiceNow and Genesis).

Knowledge of CRM tools.

Relevant experience and understanding of Service desk operations, Key stakeholder engagement strategies and KPI analysis will be preferable.

Passion for people and keen interest in coaching, mentoring, and developing people is required.

Highly people centric organization requires excellent interpersonal skills.

Good analytical knowledge and reasoning is required to manage escalations.

Good Business acumen.

Candidates must be willing and able to work shifts on a rotational basis according to demands of the business. This includes APAC, EMEA & AMER shifts & be flexible to be available during weekends, and holidays based on business requirement.

What Will Put You Ahead

Supervisory experience, Knowledge on Service now & Genesis tool, good with reporting and analysis, MS Excel, PowerPoint, good documentational skills, strong verbal & written communication skills, alignment with our culture.

Knowledge on generative AI, knowledge on various ticketing tools or CRM tools, knowledge on project management