Customer Service Supervisor-support

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a Customer Relations Supervisor, you will be responsible for managing projects, such as creating internal training curriculums and schedules, presenting at Oracle Support Services new hire orientation, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Client Relations analysts for the customer visit program and employee mentoring. A Supervisor is the first level point of contact for Client Relations’ escalations and is the first line of management for Client Relations Analysts.

In this role, you will assist management in establishing group goals and assist analysts in setting their objectives. You will identify and assume project ownership for process and productivity improvements, as well as acting as a mentor to other Analysts while providing management with performance feedback. In short, your role will serve as an important communications liaison between management and Customer Relations Analysts.

Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. A bachelors degree and one year Client Relations experience and 3 years of professional experience in Client Relations field. Prefer a proven track record of excellent problem solving and research skills and excellent communication skills, while projecting a positive, professional image.

Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a Customer Service Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.

Your role will have an important part in the development and execution of the Customer Service yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.

Qualification and Experience:

- Masters/Bachelor’s degree as well as at least 3 years in Customer Service experience or appropriate related experience at Oracle.
- Experience in Retail or Manufacturing disciplines of Merchandise/Materials Planning, Financial Planning, Forecasting, Replenishment, Warehouse Distribution, and Store Operations.
- Experience in handling Functional Help Desk

Desirable:
A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team.

Other Information:

- This job might require limited travel to customer sites or training sites.
- This job might require flexible work hours or shift work hours

Location: Bangalore / Hyderabad