Customer Service Manager
Job Summary
Job Description
Enphase Energy is seeking a Manager, CS to lead and mentor supervisors, ensuring consistent results and managing key performance indicators. The role involves planning workforce management, developing business contingency plans, and fostering a positive work environment. Responsibilities include evaluating and improving support processes, analyzing metrics, and creating project plans with clear deliverables. The manager will investigate customer satisfaction issues, recommend improvements to product teams, and identify recruitment needs. Stakeholder management is crucial, involving collaboration with cross-functional teams and managing internal/external communications to de-escalate customer relations and prevent churn. This role requires identifying operational issues and improving process performance. The position is for the night shift and may require working weekends.
Must have:
- Minimum 7 years of experience in multi-channel support
- At least 4 years of direct team management experience
- Strong communication skills (verbal and written)
- Proficiency in stakeholder management
- Experience in strategic problem solving
- Ability to drive action through data-driven insights
- Open to night shifts and weekends
Good to have:
- BE or BTech graduate
- Project management experience
4 skills required
Job Details
Description
Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.
Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!
About the role:
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
Who you are and what you bring:
- 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 BTech graduate preferred
- The role is for night shift.
- 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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