Team Supervisor Customer Care Center - Bengaluru, Karnataka, India - Hewlett Packard

Hewlett Packard

Verified Company

Bengaluru, Karnataka, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Summary:

Supervisor, Global Managed Services
This position is with the Poly Managed Services team, Customer management center, located in Bangalore, India.

This position is for a Technical Support Supervisor, working in the Customer Management Center which is a 24 x 7 x 365 Global Video Network Operations Center.

Major Responsibilities and Accountabilities:

Interact with peer managers and senior executives (internal and external) and lead a cooperative effort to resolve customer issues or Poly process issues/improvements.
Complete complex projects (customer technical issues or organizational based) that require data analysis.
Manage and close any Customer escalations reported
Collaborate with internal groups to ensure senior executive engagement within, service, sales, engineering, and product management groups to expedite a resolution to customer problems.
Develop and recommend changes to policies and procedures that affect the Tech Support team
Contribute to developing service offerings that target increased service revenue.
Responsible for coordinating the daily activities, assignments, and workload during the shift, managing time and attendance.
Including growth and development of the team, plus being part of the hiring process and building effective training plans.
Motivate teams to deliver best in class service offering Leverage team to embrace customer technical environments and identify key decisions required for customer satisfaction.
Accomplish results by coaching, counseling, and disciplining employees.
Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.

Qualifications / Skills:

Bachelor's degree in Engineering/equivalent with 810 years' overall industry experience.
5 to 7 years of experience with customer service roles and function
Previous experience managing personnel in either a teamlead or supervisor role.
Very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management, senior executive and peers under various working conditions.
Ability to articulate technical scenarios regardless of audience
Proven track record and ability to mentor and lead technical personnel
Previous experience and knowledge working with a technical team or a Network Operations Center.
Experience with Poly products is desirable but not required.