Support and Services Supervisor

- Sets tone and direction for a team

- Develop and maintain a technically strong and motivated team to support all regional and global goals and objectives

- Manage the day-to-day activities of their team

- Ensure that staffing levels and scheduling is appropriate for meeting department service level goals

- Work as a team to deliver exceptional Customer Experiences in each support interaction

- Develop strong relationships with customers and create Jabra brand awareness

- Work with other regions to seek assistance and provide help to other regions when needed

- Work with regional aftermarket services sites on warranty concerns

- Conducts specialty projects and performs other related duties as assigned by Support Manager

- Coordinate departmental activities with other departments to ensure organizational effectiveness and ensure customer satisfaction

- Create and deliver department Monthly Business Review to select Support and Services Departments and applicable HQ functions

- Ensure that all employee performance reviews are created and delivered on time

- Actively participates in customer escalations when needed to insure a positive outcome

- Ensure proper escalation process is followed

- Work with Manager and applicable Support and Services departments to develop contact center processes and business practices that align with business strategy

The following are the minimum requirements:

Education requirements:

- Bachelor’s in information technology or relevant diploma

Professional requirements/experience:

- 10+ years of customer service experience, ideally in the telecom or high-tech consumer electronics industries

- 4+ years of experience as a Customer Support Supervisor/Manager or similar role supporting B2C/B2B customers in India within a high contact support center

- Familiarity with Jabra products and hi-tech audio/video solutions is a plus

- Experience using help desk software, various softphones, videoconference solutions and remote support tools

- Experience with different brand cellphones, apps, and Bluetooth technology

- Experienced and effective in conflict resolution and relationship management

- Proficiency with Microsoft Office applications

- Experience with CRM systems

- Excellent communication skills – both verbal and written in English and Hindi

Personal characteristics:

- Excellent Communication Skills

- Strong customer focus and ability to deliver phenomenal Jabra customer experiences

- Ability to work with diverse customer types

- Proven ability to communicate complex technical problems in a human tone and customer friendly language

- Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers

- Desire to continually learn, adapt and work in a fun, fast-paced environment

- Independent decision-making: resourceful; good problem solving; ability to think fast while on a call with a customer; ability to balance the immediate need with the big/ longer term picture.