With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.
From end-to-end, Microsoft Customer Service & Support (CSS) is transforming the way we support our customers, and we want you to be a part of it! CSS is a dynamic large global organization that delivers great customer experiences across all Microsoft products every day.
In CSS, our vision and our promise is to Drive Customer Success with a Modern Support experience across the customer lifecycle. We aspire to deliver seamless experiences with quality, speed and value by building self-healing into our products and services to prevent and automate issue resolution before customers experience a problem. We enable our transformation with telemetry, tools, readiness and business intelligence to drive successful outcomes for our customers. We know our customers and anticipate their needs across every stage of the lifecycle.
The person in this role must demonstrate and maintain strong domain expertise, demonstrate experience in managing operational metrics and KPIs and articulate these analytics to key business stakeholders as well as the vendor. The Scheduling BPM acts as the facilitator of our WFM life-cycle and works directly with business and technology teams to successfully deliver leading solutions that satisfy business needs, and align with Company's strategic direction.
The person in this role will need to think strategically at a global level, lead, energize and motivate virtual teams across multiple countries ensuring operational excellence to provide accurate and timely deliverables. In addition, the ability to be flexible and take on challenges outside of current knowledge and skill sets will be critical to achieving success. If you have the relevant experience and ideas for how to solve complex business problems, then we would like to hear from you.
Responsibilities
The Business Planning Excellence team is looking for an experienced highly motivated person to provide scheduling support to the CSS Commercial teams.
Primary responsibilities include:
• Enabling and supporting the leadership team by providing operational insights through scheduling reviews to ensure alignment to business demands
• Orchestration of scheduling reviews on regular basis to ensure alignment to business demands and provide business insight
• Working with our internal and external partners, ensuring our support centers operate in the most efficient manner possible, to enable each business the best opportunity to meet customer demand
• Driving of continuous process improvement across the scheduling teams to create consistency in operations
• Leading / participating in cross group collaboration meetings with global stakeholders to share knowledge, best practices, and governance of scheduling processes
Qualifications
Qualifications (Minimum Required)
• 4+ years of Support Center experience in a management/supervisor capacity
• Experience working with WFM tools (eg. Aspect)
• Strong understanding forecasting and capacity planning
• Strong leadership, communication, negotiation and consensus building skills
• Ability to work independently, manage and deliver multiple projects in parallel while meeting tight deadlines
• Proven ability to solve problems creatively and resourcefully
• Excellent organizational and time-management skills
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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