Senior Manager Customer Support
11 hours ago
Zebra Technologies is seeking a highly skilled Senior Manager Customer Support to join our team. As a key member of our customer support organization, you will be responsible for managing the scheduling and timekeeping solution for our retail and banking customers.
Key Responsibilities- Strategic Leadership: Develop and execute strategic plans to drive customer satisfaction and support team performance.
- Team Management: Lead and manage a team of customer support professionals, providing guidance and coaching to ensure excellent customer service.
- Operational Excellence: Establish and maintain operational processes and procedures to ensure efficient and effective support delivery.
- Customer Engagement: Develop and maintain strong relationships with customers, understanding their needs and providing tailored support solutions.
- Process Improvement: Identify opportunities for process improvement and implement changes to enhance support efficiency and effectiveness.
- Training and Development: Develop and deliver training programs to ensure customer support professionals have the necessary skills and knowledge to provide excellent support.
- Analytics and Reporting: Analyze support metrics and provide insights to inform business decisions and drive continuous improvement.
- Education: Bachelor's degree in a relevant field (industrial engineering preferred).
- Experience: Minimum 12 years of experience in customer support, with at least 2 years of management experience.
- Language Skills: Fluent English (written and verbal) and local language as applicable.
- Technical Skills: Intermediate level skills in Microsoft business applications, including Word, Excel, and Outlook.
- Leadership Skills: Strong leadership skills, with a desire and ability for continuous learning and self-development.
- Communication Skills: Excellent communication skills, with the ability to listen, provide clear and concise information, and use proper language and grammar.
- Advanced Degree: Advanced degree in a relevant field.
- Industry Knowledge: Advanced knowledge of the retail and banking industries, as well as the SaaS support operations.
- Technical Skills: Prior experience with Workforce Scheduling and Timekeeping application support.
- Analytics Skills: Ability to pull statistical data and present to leadership.
Zebra Technologies is a global leader in providing innovative solutions for the retail and banking industries. We are committed to delivering exceptional customer service and support to our customers. As a member of our team, you will have the opportunity to work with a diverse group of professionals, develop your skills and knowledge, and contribute to the success of our organization.
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