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Manager - Global Accounts and Contact Center

2 months ago

Bangalore, India TE Connectivity Full time
At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. Job Overview

Manager – Solution Center is responsible for continuing to drive transformational customer centric strategies geared around delivering extraordinary customer experiences and driving sales growth for the team, while continuing the transformation of our Customer Care organization to a revenue generation organization through consultative selling. The Manager would be also responsible for delivering a level of service & driving unsurpassed growth which builds strong customer relationships to make TE the supplier of choice. Support Solution Center strategic initiatives and drive operational excellence. Support and mentor fellow team leaders to meet/exceed organizational goals.

An Ideal fit for this role

An Ideal candidate for this will be one who meets all the below : 

  1. Should have worked in Corporate / B2B Sales, implementing sales and sales operation strategy
  2. Must have Account Management experience in a corporate environment, successfully manage key account and build long-term relationship
  3. Should have experience working in a Technical Contact Center within a global setting, support customers in regions beyond India
  4. Managed large teams and led other managers overseeing substantial teams?
  5. Skilled in Escalation Management, customer-focused, and experienced in driving both inbound and outbound sales in a complex product environment
  6. Should have worked in an environment where you have managed teams that provide customer support worldwide through chat, voice, and email, while also driving sales
  7. A proven track record in continuous improvement, enhancing process efficiency, and instilling a "Customer First" mindset to deliver high-quality results and meet revenue targets
Responsibilities
  • Think strategically and lead multiple teams
  • Mentor and develop Team Leaders and nurture an environment where they can excel on their current role
  • Own and be accountable for achieving specific departmental objectives and in meeting both sales and Customer Experience goals of Solution Center India
  • Lead and drive all Solution Center strategic initiatives in India
  • Equip your team to develop, enhance and grow customer relationships through lead generation, building an opportunity pipeline, nurturing customers through their buying journey and driving customer loyalty. 
  • Observe and coach your team in their work activities, providing immediate feedback through coaching discipline and following up to ensure appropriate actions are taken by the team
  • Recruit new talent and develop a strong talent bench that will embrace the vision and transform the organization.
  • Champion transformation initiatives and positively drive the change initiatives within the team.  
  • Drive operational excellence and continuous improvement mind-set within your team. 
  • Grow and nurture your team by providing inclusion and engagement opportunities, as well as developing them for their future careers.  
  • Liaising effectively with various internal business partners like engineering, planning, and sales to resolve Customer inquiries and requests
Skills

•    Customer ‘centric’ and sales mind-set
•    Business Acumen
•    Consultative Selling experience & skills
•    Ability to lead team spread in different countries within your region
•    Servant Leadership
•    Result oriented
•    Ability to maintain progress on multiple tasks, set priorities, and manage time effectively
•    Ability to adapt, be agile and drive change
•    Strong communication (written and verbal), persuasion and interpersonal skills
•    Ability to establish strong business relationships with other Business units and cross functional departments
•    Ability to influence without authority
•    Collaborative, ability to build strong relationships with cross-functional partners within a global and diverse organization.
•    Demonstrate proactive positive attitude and instill the same within the team.

Education and Experience
  • Bachelor’s degree in Engineering/Management/Science required, MBA preferred
  • Previous experience working in a contact center environment 
  • Proven success record of change management efforts in Customer Care & Sales
  • Proven experience of leading large and multi layered teams
  • 12+ years of professional experience in a multi-national Customer Care or Sales operations role, with at least 2 years of relevant experience.
  • Excellent knowledge of management methods and techniques 
  • Demonstrated experience in working effectively and directly with all levels of the organization
  • Industry specific experience is a plus
  • Excellent communication skills
Competencies Motivating OthersBuilding Effective TeamsManaging and Measuring WorkValues: Integrity, Accountability, Inclusion, Innovation, TeamworkSET : Strategy, Execution, Talent (for managers)