Principal Accountabilities

• Responsible for providing strategic direction and leadership to a team of Customer Support Assistant Managers and Customer Service Representatives (CSR’s). Develops and implements strategic plans to meet or exceed Key Performance Indicators (KPI’s) for the service center. Responsible for continuous improvements in operations, and service delivery efficiency that result in high customer satisfaction. Oversee hiring, training and development of staff to delivery quality customer sales support. (Same as Grade 11 description)
• Provide leadership to a team of service center assistant managers and ensure daily activities for the service center are meeting the needs of the business and with KPI’s achieved. Develop uniform procedures and process improvements that drive efficiencies and best in class service. Achieve KPI’s while managing within established budget guidelines.
• Participate in regional reviews to update local Managers and RVP’s on service center KPI’s, and to identify opportunities for greater service center efficiency and effectiveness. Build and maintain collaborative cross-functional relationships with internal support groups to engage business in best in class practices and programs.
• Ensure service center is properly supporting all CSR responsibilities for customer supply chain engagements and e-Compass reports: expediting through critical shortages, using the Forecast Response and Flex report tools, managing customer delivery expectations through One Touch Backlog (OTB) and the Open Order Report (OOR). Collaborate with BPO and Infosys managers to ensure offshore service level agreements (SLA’s) are met.

Job Complexity

• Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s)

• Is accountable for the performance and results of a team within own discipline or function

• Adapts departmental plans and priorities to address resource and operational challenges

• Decisions are guided by policies, procedures and business plan; receives guidance from senior manager

• Provides technical guidance to employees, colleagues and/or customers

• Accountable for results of a small team

• Exercises limited management authority; sets employee performance objectives, conducts performance reviews and recommends pay actions

• Defines team operating standards and ensures essential procedures are followed based on knowledge of own discipline

Experience / Education

Typically requires a minimum of 8 years of related experience with a 4 year degree; or 6 years and an advanced degree; or equivalent experience.

上班地址：裕通路100号宝矿洲际商务中心11楼