Manager, Support Operations - - 17279

General information

Pays

Philippines

Ville

Manille

Identifiant du poste

44857

Department

Customer Support

Expériences

EXECUTIVE

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

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.

A Day in The Life Typically Includes:

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 skills:

Bachelor's degree in a related field or equivalent experience.
5+ years of 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.

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.

À propos d’Infor

Infor est un leader mondial des produits logiciels cloud d’entreprise pour les entreprises de marchés sectoriels. Infor crée des suites industrielles complètes dans le cloud et déploie efficacement une technologie qui place l’expérience utilisateur au premier plan, exploite la science des données et s’intègre facilement dans les systèmes existants. Plus de 60 000 entreprises dans le monde font confiance à Infor pour surmonter les perturbations du marché et réaliser une transformation numérique à l’échelle de l’entreprise.

Pour plus d’informations, visitez www.infor.com

Nos valeurs

Chez Infor, nous visons un environnement fondé sur une philosophie d’entreprise appelée Principle Based Management™ (PBM™) et huit principes directeurs : intégrité, gérance & conformité, transformation, entrepreneuriat fondé sur des principes, connaissance, humilité, respect, réalisation de soi. L’augmentation de la diversité est importante pour refléter nos marchés, nos clients, nos partenaires et les communautés que nous servons aujourd’hui et à l’avenir.

Nous avons un engagement sans relâche envers une culture basée sur PBM. Informé par les principes qui permettent à une société libre et ouverte de s’épanouir, PBM™ prépare les individus à innover, à s’améliorer et à se transformer tout en favorisant une organisation saine et en croissance qui crée de la valeur à long terme pour ses clients et ses partisans et l’épanouissement de ses employés.

Infor souscrit au principe de l’égalité des chances. Nous nous engageons à créer un environnement de travail diversifié et inclusif. Infor ne discrimine pas les candidats ou les employés en raison de leur sexe, de leur race, de leur identité de genre, de leur handicap, de leur âge, de leur orientation sexuelle, de leur religion, de leur origine nationale, de leur statut d’ancien combattant ou de tout autre statut protégé par la loi.

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