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Job Opening details:-
Company Name :- Intelsat
Position Name :-
Company Location :- Chennai, Tamil Nadu
Job Category : General jobs
Full Job Description :-
Supervisor Global Customer Operations
Your role in helping us shape the future:
The Supervisor of the Global Customer Operations Center is responsible for overseeing the Global Customer Operations (GCO) Specialists to set quantitative and qualitative objectives that marks and brands the Intelsat products and services. This role requires a technical acumen including a background in satellite communications. The Supervisor will oversee GCO Specialists who handle incoming calls and requests from Intelsat customers requesting to access Intelsat satellites as well as requests to peak customer antennas. This work requires specific knowledge in radio frequency technology and Intelsat’s satellite network in order to provide the needed level of service to our customers. The Supervisor is responsible for leading the Specialists which includes: scheduling, hiring, reviewing performance, responding to feedback from customers, coaching and supporting technical questions from the team. This role also requires a candidate with written and verbal fluency in English.
Team members in this role must possess the ability to work in a fast-paced high demand environment. Our team members value being challenged are encouraged to express and implement their ideas and have the flexibility to enjoy work life balance.
Are you up to the challenge?
Daily leadership of a team of 6-15 call center agents.
Mentors and develops team by providing constant feedback on performance and professional development.
Monitors daily operations to ensure policies and procedures are being followed and performance manages as appropriate.
Facilitate monthly team meetings to ensure staff is updated on all Departmental changes/issues.
Ensure consistent high quality and timely interaction with customers by monitoring the daily call and work queues against service level commitments.
Use available phone system reporting and forecasting tools to schedule work shifts lunch and break times to provide necessary coverage to maintain the targeted service level metrics (includes but not limited to: Service Level Abandon Rate Average Handle Time Average Speed of Answer and Schedule Adherence).
Utilize external Customer Satisfaction survey results to identify process gaps and coaching opportunities that drive customer experience higher.
Maintain a daily floor presence to ensure staff is effectively deployed utilizing telephony technology and Real Time Adherence. Be available/approachable to handle call escalations as necessary. Hold self and others accountable.
Resolve complex problems or issues where expertise is required to interpret against policies guidelines or processes. Identify and escalate breakdowns in the process where necessary
Ensure professional and courteous assistance in daily business interactions with both internal and external customers dealers vendors and outside companies.
Ensure team meets and delivers on Key Performance targets customer and employee satisfaction.
Conduct training with Customer Service Specialist as necessary for new and existing team members.
Prepare reports and presentations for executives managers and engineers.
Develop and implement reward and recognition programs for motivational purposes.
Provides weekly and monthly agent reports and performance feedback to ensure sustainable improvement.
Participate in Post Incident Reviews to drive root cause and process efficiency
Drive continuous customer experience improvement through process review and development
Works with Network Operation to review change activity on daily calls or during real time network events
Assist in documenting and identify automation opportunities to drive performance improvement and data integrity
Ability to apply analytical creative thinking and problem-solving skills
Can you drive these processes?
Meet or exceed expectations in gathering and implementing reporting or tool requirements
Must be available to work rotating shifts.
Support network engineering and technical sales teams in the introduction of new features and upgrade of existing video/data services with reduced operational costs while minimizing impact to customers.
You should definitely have:
Must have 3+ years Supervisory experience of a technical team, preferably within satellite communications. Candidates with less than 3 years’ experience will not be considered.
Satellite communications experience with foundational knowledge of Radio Frequency (RF) technology.
A working knowledge of Inbound and Outbound call center.
Must be proficient in all Microsoft Office applications.
Must have exceptional interpersonal organizational leadership and decision-making skills.
Must be able to effectively coach and develop specialists.
Career-oriented with a positive energetic attitude
Strong analytical organizational and communication skills.
Must be able to work evenings and weekends in 24/7 environment
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