Core Customer Operations Supervisor
National Instruments
Lagunilla, CR, CR
hace 10 días

The Customer Service Supervisor isresponsible for ensuring a high quality and efficient customer service by daily managing CustomerService Representatives (CSR), which includes motivating, coaching, providingfeedback and problem solving, CSRs development activities, project assistanceand executing.

A successful Team lead for this department could besomeone :

  • Enthusiastic, creative, positiveand oriented to problem solving
  • Open to share and putin practice innovated ideas that provide solutions to all typesof workplace challenges.
  • Helpful, respectful,approachable and team oriented, building strong working relationships and apositive work environment.
  • Focus on the customer’sbusiness results, and willing to go beyond basic service expectations to helpthem complete solutions.
  • Passionate to develop andcoach others, influencing them through positive communication, prepared toset clear expectations, reviewing progress, providing feedback and guidance,holding people accountable
  • Adapted to taketimely, informed decisions, considering the company s, departmentgoals and necessities, in order to select the best course of action to drivegrowth and strategic priorities.
  • Key tasks include, but arenot limited to :

  • Conduct Coaching and Feedback sessions to Individualsbased on KPIs.
  • Create action plans and follow up to optimizeindividual and team performance in a timely manner.
  • Managing customer escalations (which includes callsand emails).
  • Providing floor control in collaboration withOperational Effectiveness organization.
  • Participate with project and team meetings planningand execution.
  • Ensure business continuity (Help Desk tickets andspecial request escalations).
  • Qualifications

  • Advanced English Language Skills is mandatory.
  • Previous experience in a leadership role is a plus.
  • Experience and knowledge in NICR Shared Service Centeris a plus.
  • Ability to work in a team-oriented and fast-pacedenvironment.
  • Intermediate to advanced MS Office Applicationsknowledge including Excel, PowerPoint, and Visio is a plus.
  • Minimum tenure of 1 year on the actual role with NI isa must.
  • Consistently meets current role’s expectations interms of metrics, competencies and NI values.
  • Schedule flexibility is required.
  • Education Requirements :

  • University bachelor’s degree or equivalentexperience in the Customer Operations environment.
  • Certifications, training or learning related toProject Management, Continuous Improvement, Operational Excellence, Six Sigmais a plus.
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