Supervisor, Customer Support Center - Technical
HP Development Company
Heredia, Costa Rica
hace 5 días

Responsible for the supervision of activities and resources needed to support the day-to-day efforts of the department and to achieve the business plan.

Provides direction and expertise to departmental teams and participates in cross-department initiatives. Can handle most unique situations.

May need advice to make decision on complex business issues.

Ratio (Span of influence)

Mission and Vision

Support the team through effective management and communication to foster a connection culture.

Goals

  • Meet team monthly operational lag and lead measures.
  • Meet team monthly quality average scores.
  • Achieve a Top Quartile score in Leadership Excellence questions on the monthly and quarterly surveys.
  • Achieve a Top quartile score on My Manager VIA questions.
  • Contact Center specific responsibilities :

  • Strategy to meet the team'sOperational and Customer KPIs (4DX approach) - Work with PL and TC for tactics
  • Strategy

  • Plan and execute team Employeeengagement actions
  • Plan

  • Ensure good Management of change always.
  • Support employees with their career development plans
  • Employee Performance Management (including PIPs)
  • Create corrective action plans (CAPs) based on Production Lead KPI root causes andTechnical Lead agent knowledge gaps identification + other factors
  • Technical Lead

  • Attendance / time card management
  • Attendance

  • Bi-weekly 1 : 1s with each team member
  • Bi-weekly 1 : 1s

  • Weekly Team Huddles
  • Weekly

  • Hiring (interview for new hires)
  • Hiring Daily MBWA

  • 2nd point of contact for customer escalations
  • 2nd point of contact

  • Sponsor continuous improvement projects for their team
  • Sponsor

  • Create clear goals and expectations for each team member
  • Maintain team awareness on main KPIcalculations
  • ARC process
  • Requirements (minimum education and experience)

  • BBA or equivalent experience
  • Min 3 yrs experience in a customer support organization
  • Min 2 yrs with people / team leadership experience (Example : Team Coach, or Production lead)
  • Proven experience on KPI’s knowledge and leading continuous improvement projects
  • PMi certified
  • GB Six Sigma certified
  • COPC
  • At least 1 year consistently meeting or exceeding individual results.
  • Management Career Path (already identified as someone who wants to follow a management career within HP).
  • No disciplinary actions or SBC violations.
  • Fluent in conversational and written English.
  • Strong interpersonal skills, ability to debate, dialogue, negotiate, influence and work with others collaboratively and assertively.
  • Time Management Skills and Schedule Flexibility (be able to organize and prioritize tasks, both scheduled and non-scheduled).
  • Positive leader (motivates oneself and others)
  • Conflict Resolution (resolves both customer and people conflict effectively).
  • In-Depth Business Process Knowledge. Cross-business knowledge is desirable.
  • Demonstrate a broad knowledge of corporate organization and policies.
  • Demonstrate intermediate skills in project management, communication, analysis and presentation.
  • Understand and adhere to HR guidelines and processes
  • Ability to work in a high-pressure environment
  • Leadership qualities : Integrity, attention to detail, timeline sensitive, goal oriented, motivator
  • Ability to adapt and lead in a changing environment
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