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Senior Manager, DME Enterprise Customer Care

2.00 to 5.00 Years   Noida   25 Jul, 2019
Adobe Systems
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

  • Lead and manage the Enterprise support team to build and promote a culture of service excellence.
  • Work with Support leaders to benchmark, identify, implement and measure support as well as business related metrics.
  • Manage your team s performance to ensure all KPIs and Service Level Agreements are met.
  • People management including hiring, goal setting mentoring and progressive discipline.
  • Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes.
  • Where necessary, lead and engage cross-functional teams, domestically and/or regionally to share and engage technical expertise and experience to support the timely delivery of business and customer needs.
  • Build strong technical expertise and capability within the team.
  • Develop and deliver key initiatives to improve business processes and customer service delivery
  • Assist in the development and implementation of strategic plans initiatives and direction
  • Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues
  • Participate in departmental projects and deployments of new products and services pre and post launch
  • Act as liaison between technical support team, cross functional departments and engineering staff
,

Keyskills :
financesalesltdmisaccountancybaggagehandlingsystemsservicelevelcustomerserviceproductmanagementechnicalsuppateliaisonenterprisesupp

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