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
  • Develop and implement strategic policies to manage costs and support staff development and process improvement.
  • Establish operational objectives and work plans, managing the activities of a large team or multiple smaller teams to drive results.
  • Work closely 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 processes and standards, reporting analytics and identifying key needs within the team to maintain support provided.
  • Manage and champion training to improve knowledge of the support team, ensuring 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, developing and applying quality improvement techniques.
  • Assume responsibility for 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.
Requirements
  • Bachelor's Degree (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
Preferred Qualifications
  • Advanced Degree
  • Advanced knowledge of the region and/product lines supported
  • Prior experience in Workforce Scheduling and Timekeeping application support
  • Ability to pull statistical data and present to leadership
  • Excellent presentation skills
About Zebra Technologies

Zebra Technologies is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and protected veteran status or any other basis prohibited by law.

We are committed to providing our employees with a benefits program that is comprehensive and competitive, including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to traditional insurances, compensation, parental leave, employee assistance program, and paid time off offerings depending on the country where you work.

Salary: USD USD Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience. Additionally, all Zebra roles are eligible for cash incentive programs.

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