Manager, Support Operations - - 17517

معلومات عامة

بلد

جمهورية التشيك

مدينة

براغ

معرف الوظيفة

45277

قسم

Customer Support

الخبرة

MID_SENIOR_LEVEL

حالة الإكمال

FULL_TIME

نوع العمل

Hybrid

الوصف والمتطلبات

We are seeking an experienced Customer Support Operations Manager to lead their assigned team of support analysts and optimize our support operations. The role is responsible for effectively guiding team members and ensuring they have the required technical and product knowledge to address customer issues. The role will contribute to shaping the organizational culture, fostering collaboration within the team and cross-functionally with key stakeholders, while proactively identifying and addressing obstacles to enhance both team performance and customer experience. The Customer Support Manager drives team development, performance management and mentoring, fostering engagement and motivation, promoting collaboration and addressing conflicts constructively to help team members grow and achieve their career goals.

Key Responsibilities:

Leadership and team management:

Lead, motivate, and coach a team of support analysts.
Set clear expectations, conduct regular performance evaluations, provide constructive feedback, and develop team members and help them achieve their career goals
Foster a positive and collaborative team environment, encouraging high engagement and motivation, celebrating achievements, recognizing contributions, and creating opportunities for team members to feel valued and connected to the broader goals
Invest in the growth of the team members, getting them the required training, knowledge and enablement.
Help shape the culture of the support function, ensuring alignment with broader organizational goals.

Process improvement, technical and product knowledge:

Maintain and evolve a solid understanding of the technical and product contexts to effectively guide and support the team.
Ensure teams have the required technical and product knowledge to effectively address customer needs.
Identify, analyze, and implement support process improvements to enhance efficiency and effectiveness.
Develop and maintain standard operating procedures (SOPs) and workflows.
Monitor key performance indicators (KPIs) and identify areas for improvement.

Team and customer experiences

Collaborate across the Support function and with product development, Cloud Operations and other key counterparts to proactively identify problems, assess systemic issues and clear obstacles, ensuring that the support team is equipped to address customer issues effectively.
Monitor customer feedback and drive areas for improvement in the customer experience.
Implement strategies to enhance support team effectiveness and improve customer satisfaction and retention.

Reporting and analysis:

Generate regular reports on support operations performance and key metrics.
Analyze data to identify trends and opportunities for improvement, taking a proactive approach to identifying issues.
Present findings and recommendations to senior management.

Plan management:

Develop and manage the support operations plan for assigned team
Monitor expenses and ensure that the plan is adhered to.

Required Qualifications:

Proved experience in customer support or operations management.
Proven leadership and team management skills.
Strong analytical, problem-solving, and troubleshooting skills.
Excellent communication and interpersonal skills.
Experience with customer support tools and technologies.

Preferred Qualifications:

Experience in a high-growth, fast-paced , global environment.
Experience with data analysis and reporting tools.
Knowledge of ERP, Cloud technology, technical expertise not limited to technology platform and domain expertise in the fields of supply chain or warehouse management.
Knowledge of industry best practices in customer support operations.
Experience with project management methodologies.
Bachelor's degree in a related field or equivalent experience.

حول Infor

ببناء مجموعات صناعية كاملة في السحابة وتنشر بكفاءة التكنولوجيا التي تضع تجربة المستخدم في المقام الأول ، وتستفيد من علم البيانات ، وتتكامل بسهولة في الأنظمة الحالية. تعتمد أكثر من 60,000 مؤسسة حول العالم على إنفور للمساعدة في التغلب على اضطرابات السوق وتحقيق التحول الرقمي على مستوى الأعمال.

لمزيد من المعلومات، يرجى زيارة www.infor.com

قيمنا

في إنفور، نسعى جاهدين من أجل بيئة مبنية على فلسفة عمل تسمى الإدارة™ القائمة على المبادئ (PBM™) وثمانية مبادئ توجيهية: النزاهة، والإشراف والامتثال، والتحول، وريادة الأعمال المبدئية، والمعرفة، والتواضع، والاحترام، وتحقيق الذات. إن زيادة التنوع أمر مهم ليعكس أسواقنا وعملائنا وشركائنا والمجتمعات التي نخدمها الآن وفي المستقبل.

لدينا التزام لا هوادة فيه بثقافة قائمة على PBM. مستنيرة بالمبادئ التي تسمح لمجتمع حر ومفتوح بالازدهار ، تعد PBM™ الأفراد للابتكار والتحسين والتحول مع تعزيز منظمة صحية ومتنامية تخلق قيمة طويلة الأجل لعملائها ومؤيديها والوفاء لموظفيها.

Infor is an Equal Opportunity Employer. إنفور هي صاحب عمل تكافؤ الفرص. نحن ملتزمون بخلق بيئة عمل متنوعة وشاملة. لا تميز إنفور ضد المرشحين أو الموظفين بسبب جنسهم أو عرقهم أو هويتهم الجنسية أو إعاقتهم أو عمرهم أو توجههم الجنسي أو دينهم أو أصلهم القومي أو وضعهم العسكري أو أي وضع محمي آخر بموجب القانون.

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