Customer Support Supervisor

4 weeks ago

Bengaluru, Karnataka, India Enphase Energy Full time
Job Description

- Lead and mentor team members to deliver results consistently
- Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team.
- Manage multi-layer squad and their performance through on-the-job coaching and mentoring.
- Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs.
- Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect

Project Management

- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.
- Analyze support metrics and processes while developing more effective techniques and strategies as needed.
- Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.
- Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution:

- Identify critical insights and provide improvement recommendations to product teams.
- Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.
- Participate in hiring drives and onboard eligible candidates.

Stakeholder management:

- Collaborate with different cross-functional supervisors and managers
- Identify operational issues and help improve processes performance

Who you are and what you bring:

- Should be a Graduate - B.E/ B.Tech Graduate.
- Should have a minimum of 5 year s of experience in n multi-channeled support environment with a minimum of 2 years as a supervisor managing a minimum of 10 reports
- Strong verbal and written communications skills in English is a must
- Computer literate (PC skills essential, Mac OS desirable)
- General understanding electrical concepts, AC DC circuits, electrical or electronics background would be highly desirable.
- Good Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.

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