Customer Operations Supervisor
Job DescriptionSpecific Duties:
The Customer Operations Supervisor will be responsible for the overall day to day operations and guidance of their respective area of operations.
This individual will work to resolve any and all employee issues/concerns in alignment with company HR policies and will foster team cohesion within the staff.
Fostering of excellent relations with the Customer and the team on behalf of Black Box Manages the operations to provide profitable, efficient and effective customer service support; assures all customers receive effective, quality service within contractual service level agreements Tracks and analyzes service delivery statistics; Provides primary point of contact for customer service escalations Works with OEMs and internal resources to resolve any required issues or escalations Monitors customer satisfaction surveys; responds appropriately to customer issues in a timely manner to maintain and increase customer satisfaction Ensure prompt identification and resolution of service delivery issues Ensure adherence to all project defined deliverables and milestones to successfully meet customer objectives Provide complete portfolio oversight and renewal agreements Continually striving to improve efficiency of telecommunication services and related operations that translate into lower costs Update and maintain data relative to operations management within Black Box applications and systems consistent with best practices Provide support to proposal development and review processes Responsible for cost, schedule, performance and quality within the Customer Service department
Qualifications:
Strong Customer Service focus Knowledge of competitive products, OEM Tier III offerings, and systems in relation to Black Box offerings Planning, budgeting, and negotiation skills including the ability to interpret and enforce contract requirements Strong computer skills and familiarity with EVM systems, MS Project, Primavera P6 or related Program/Project management applications and practices Familiarity with ISO quality and ITIL management standards and guidelines Strong oral skills and ability to communicate effectively to both internal and external customers Ability to manage multiple personnel as applicable Ability to successfully handle multiple priorities simultaneously is required Ability to work extremely flexible hours and travel as needed A valid driver's license is required Education/
Experience:
The successful candidate shall have a minimum of 10
years experience in the management of customer service/help desk, business, technical, and field service operations, with demonstrated project, and technical team management experience, or 5
years experience in the above areas with a Bachelors degree.
The successful candidate must understand IT Service Management and delivery within industry best practices framework such as ITIL or equivalent.
Recommended Skills Communication Customer Satisfaction Customer Service Field Service Management Financial Management Help Desk Estimated Salary: $20 to $28 per hour based on qualifications.
The Customer Operations Supervisor will be responsible for the overall day to day operations and guidance of their respective area of operations.
This individual will work to resolve any and all employee issues/concerns in alignment with company HR policies and will foster team cohesion within the staff.
Fostering of excellent relations with the Customer and the team on behalf of Black Box Manages the operations to provide profitable, efficient and effective customer service support; assures all customers receive effective, quality service within contractual service level agreements Tracks and analyzes service delivery statistics; Provides primary point of contact for customer service escalations Works with OEMs and internal resources to resolve any required issues or escalations Monitors customer satisfaction surveys; responds appropriately to customer issues in a timely manner to maintain and increase customer satisfaction Ensure prompt identification and resolution of service delivery issues Ensure adherence to all project defined deliverables and milestones to successfully meet customer objectives Provide complete portfolio oversight and renewal agreements Continually striving to improve efficiency of telecommunication services and related operations that translate into lower costs Update and maintain data relative to operations management within Black Box applications and systems consistent with best practices Provide support to proposal development and review processes Responsible for cost, schedule, performance and quality within the Customer Service department
Qualifications:
Strong Customer Service focus Knowledge of competitive products, OEM Tier III offerings, and systems in relation to Black Box offerings Planning, budgeting, and negotiation skills including the ability to interpret and enforce contract requirements Strong computer skills and familiarity with EVM systems, MS Project, Primavera P6 or related Program/Project management applications and practices Familiarity with ISO quality and ITIL management standards and guidelines Strong oral skills and ability to communicate effectively to both internal and external customers Ability to manage multiple personnel as applicable Ability to successfully handle multiple priorities simultaneously is required Ability to work extremely flexible hours and travel as needed A valid driver's license is required Education/
Experience:
The successful candidate shall have a minimum of 10
years experience in the management of customer service/help desk, business, technical, and field service operations, with demonstrated project, and technical team management experience, or 5
years experience in the above areas with a Bachelors degree.
The successful candidate must understand IT Service Management and delivery within industry best practices framework such as ITIL or equivalent.
Recommended Skills Communication Customer Satisfaction Customer Service Field Service Management Financial Management Help Desk Estimated Salary: $20 to $28 per hour based on qualifications.
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