Senior Customer Support Manager

1 month ago

Georgia USA, United States Zebra Technologies Full time
About the Role

Zebra Technologies is seeking a highly skilled Senior Customer Support Manager to join our Workcloud support team. As a key member of our team, you will be responsible for managing Scheduling and Timekeeping SaaS solution for Retail and Banking customers, ensuring the effective operation of the customer support team.

Key Responsibilities
  • Establish and assure adherence to managing costs and supporting the development of staff and processes
  • Manage the activities and exercise full supervision of a large team or multiple smaller teams with responsibilities for driving results
  • Work directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization
  • Ensure resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided
  • Manage and champion trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions
  • Estimate timeframes for complex projects and manage the completion of assignments within specified time, quality, and cost parameters
  • Identify strategies for process improvement and verification activities; develop and apply quality improvement techniques
  • Assume responsibility for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirements
  • Demonstrate excellent customer service, communication and problem solving skills
  • Customer Champion training to increase product knowledge
  • Improve process effectiveness and process discovery and setup
Requirements
  • Bachelor's Degree (in industrial engineering preferred)
  • Minimum 12 years' experience including minimum 2 years management experience
  • Fluent level of English (written and verbal) as well as local language as applicable
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values/orientation
  • Strong leadership skills coupled with a desire and ability for continuous learning/self-development
  • Role model level professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Intermediate presentation skills
About Zebra Technologies

Zebra Technologies is a community of innovators who come together to create new ways of working to make everyday life better. We are united by curiosity and care, developing dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.

We offer a comprehensive and competitive benefits program, including healthcare, wellness, inclusion networks, and continued learning and development offerings. We are committed to providing our employees with a benefits program that meets the needs of our changing global business and evolving talent.

Salary: USD USD Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

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