The Software Services Operations Supervisor will be responsible for managing aprox 10 employees in the day to day operation
The duties and responsibilities include the following, but not limited to :
Motivating the SSP team to achieve quarterly goals and give their best effort towards providing a great customer experience.
Overseeing the work distribution and holding team accountable for executing to expectations.
Coaching team members via shadowing sessions to make sure accurate and compelling messaging is communicated in a timely manner.
Adheres to the service’s quality compliance requirements, and ensure that all responsibilities of team’s members are performed in accordance with position’s guidelines and expectations
Synthesizing team input for Management consideration
Identifying improvement areas within the team and encouraging team members to own issue resolution
Analyzing team results to proactively suggest execution adjustments in order to meet team goals.
Supporting team members with challenging customer scenarios before escalating to Management.
Maintains effective communications within and between various functional areas (sw services ops, sales, operations and technical support) to ensure effective and timely cooperation.
Supervises, reviews, and evaluates performance of team’s members against agreed upon goals and objectives in accordance with established guidelines.
Holds team meetings, attends meetings and conferences that are consistent with the requirements of the position
Key Decision Rights
Training modules neededAbility to prioritize the assigned queue of renewal quotes to optimize a quarterly renewal rate and generate as much revenue for NI as possible.
Ability to provide on-time pricing or extended service terms based on customer needs.
Ability to determine if a customer is a candidate for a VLA or ASL
Oral and written communication in English (B2+ or above)
Minimum 1 year of experience of people and team management or project management
Coaching and mentoring abilities
Strong customer focus and service blood
Proficiency with time-management skills
Innovative spirit and positive outlook
In-depth knowledge of Software Service programs, pricing and discount policies (Data Management)
Knowledge with Continuous Improvement resulting in an efficient operation of office / facilities (Driving for Results)
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