Customer Support Supervisor

About the role: Role requires candidate to work 5 days from office, weekend shift as needed and in night shift. Candidates unwilling for mentioned timings need not apply.

What you will do:

 Team Management

• Lead and mentor team members 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.
• 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.
• Participate in hiring drives and onboard eligible candidates.

 Stakeholder management:

• Collaborate with different cross-functional supervisors and managers
• Identify operational issues and help improve processes performance 

Who you are and what you bring: 

• Should be a Graduate – B.E/ B.Tech Graduate. 
• Should have a minimum of 5 year’s of experience in n multi-channeled support environment with a minimum of 2 years as a supervisor managing a minimum of 10 reports
• Strong verbal and written communications skills in English is a must
• Computer literate (PC skills essential, Mac OS desirable)
• General understanding electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.
• Good Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.

Project management experience is a bonus.