Team Supervisor Customer Care Center

7 hours ago

Bengaluru Karnataka, India Hewlett Packard Full time

**Job Summary**:
**Supervisor, Global Managed Services**

This position is with the Poly Managed Services team, Customer management center, located in Bangalore, India. This position is for a Technical Support Supervisor, working in the Customer Management Center which is a 24 x 7 x 365 Global Video Network Operations Center.

**Major Responsibilities and Accountabilities**:

- Interact with peer managers and senior executives (internal and external) and lead a cooperative effort to resolve customer issues or Poly process issues/improvements.
- Complete complex projects (customer technical issues or organizational based) that require data analysis.
- Manage and close any Customer escalations reported
- Collaborate with internal groups to ensure senior executive engagement within, service, sales, engineering, and product management groups to expedite a resolution to customer problems.
- Develop and recommend changes to policies and procedures that affect the Tech Support team
- Contribute to developing service offerings that target increased service revenue.
- Responsible for coordinating the daily activities, assignments, and workload during the shift, managing time and attendance.
- Including growth and development of the team, plus being part of the hiring process and building effective training plans.
- Motivate teams to deliver best in class service offering Leverage team to embrace customer technical environments and identify key decisions required for customer satisfaction.
- Accomplish results by coaching, counseling, and disciplining employees.
- Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.

**Qualifications / Skills**:

- Bachelor's degree in Engineering/equivalent with 8-10 years’ overall industry experience.
- 5 to 7 years of experience with customer service roles and function
- Previous experience managing personnel in either a team-lead or supervisor role.
- Very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management, senior executive and peers under various working conditions.
- Ability to articulate technical scenarios regardless of audience
- Proven track record and ability to mentor and lead technical personnel
- Previous experience and knowledge working with a technical team or a Network Operations Center.
- Experience with Poly products is desirable but not required.

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