Services Management Specialist

3 - 10 years

0 Lacs

Posted:1 week ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

You are seeking a dynamic and experienced individual to manage Call Centre operations for service as a Contact Centre Manager. As the Contact Centre Manager, you will be responsible for optimizing Customer Response Centre (CRC) processes, leading a team to achieve service excellence, and managing added responsibilities such as Warranty Administration and Service Master data management. Your role will involve ensuring compliance with manufacturer and company policies, maintaining accurate records, and facilitating excellent customer support both internally and externally. Your strong interpersonal skills will enable you to build and maintain positive relationships with colleagues, clients, and stakeholders, fostering a collaborative and supportive work environment. To qualify for this role, you should have a Bachelor's degree in business administration, Electronics and Telecommunications, Electrical, or a related field. Additionally, you should have at least 10 years of experience in contact centre operations, with a minimum of 3 years in a managerial role. Your key responsibilities will include overseeing the daily operations of subcontracted contact centre, developing customer service strategies, coaching and managing a team of customer service representatives, monitoring key performance indicators, handling escalated customer issues, analyzing call centre data, developing training programs, ensuring compliance with company policies and industry regulations, and working closely with service and IT teams to improve customer support processes. In addition, you will be responsible for reviewing extended warranty claims, communicating with Service Engineers and manufacturers, tracking and monitoring warranty claims, maintaining detailed records, assisting customers and internal teams with warranty-related inquiries, staying updated on internal policies and warranty guidelines, and supporting service department operations as needed. You will also be involved in developing, implementing, and maintaining master data management policies, collaborating with cross-functional teams, managing data lifecycle processes, resolving data quality issues, enforcing data governance frameworks, generating reports from master data, providing training to business users, and using enterprise resource planning tools to log and track warranty claims and service requests. To excel in this role, you should have proven experience in contact centre management or a similar leadership role, a strong understanding of customer service principles and call centre technologies, excellent leadership and team-building skills, the ability to analyze data and make strategic decisions, proficiency in Oracle E Business Suite, call centre software, and workforce management tools, and the ability to handle high-pressure situations and multitask effectively. Furthermore, you should possess good domain knowledge in the field service and service sales domain, including understanding Service Level Agreements (SLAs), Key Performance Indicators (KPIs), service processes, sales processes, problem-solving skills, and critical thinking. Your soft skills should include strong communication and presentation skills, collaboration skills, attention to detail, curiosity, continuous learning, and the ability to work in an interruption-driven environment. Travel may be required up to 5% (domestic and international), and the successful candidate will be expected to embrace Vertiv's Core Principles & Behaviors to help execute the company's Strategic Priorities. Please note that Vertiv will only employ those who are legally authorized to work in the United States, and this position does not offer sponsorship for work authorization.,

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