Customer Service Supervisor

hace 4 días

Guadalajara, México OMRON A tiempo completo

**Customer Service Supervisor**In Omron Guadalajara we are looking for our Customer Service Supervisor.**Responsibilities**:- Leadership- Motivate, coach, and empower team members to provide exceptional Customer Experience and to reach best in class goals and metrics through Skilled Based routing- Understand and interpret data that leads to development opportunities with team members- Contribute towards talent acquisition - You will be involved in the hiring plan and personnel decisions- Support the professional development of the Customer Care team member skills- Contribute to the ongoing learning and success of your team through timely feedback and continuous improvement.- Directly impact the customer's experience and overall business results by providing Quality Assurance feedback, coaching, training and managing overall performance of your team- Be an escalation point for challenging customer or Omron functional group obstacles that are beyond the capability or authority of Customer Care team members.- Understand, support and advocate OAA's Customer Care strategic vision to become a world class, omni-channel contact center- Represent the Omron Brand in a professional, ethical, and socially responsible manner.- Collaboration- Hold and participate in weekly team meetings to review metrics and continuous improvement needs- Participate in stakeholder reviews as required with Sales Team, Customers, Customer Care, Supply Chain, Finance and Operations.- Daily interaction with other Supervisors in the Customer Care Team utilizing “First Team” concept.- Metrics- Best in Class measurements for Industry Marketplace customers- Responsiveness- Productivity- Quality- Service Request general case management- Call/Chat handling**EDUCATION, EXPERIENCE, AND CERTIFICATIONS**:**Education**: Bachelor's degree**Experience**:- Minimum of 3 years in a Customer Service supervisor or management role- Minimum of 5 years hands on experience in order management in a business-to-business (B2B) organization- Working knowledge of omni-channel contact center platform required- Knowledge of PC and ERP computer systems and software.- Experience and proficiency with Microsoft 360 is required- JD Edwards ERP experience strongly preferred- Demand Management or Supply Chain experience a plus- English language fluency required, Spanish language ability a plus.**KNOWLEDGE, SKILLS, AND ABILITIES -****Technical Abilities**:- Must have experience working with contact center software or CRM.- Work with data, both formatting and analyzing for trends and actions.**Behavioral Profile**:- Must have experience working with contact center software or CRM.- Work with data, both formatting and analyzing for trends and actions.- Problem solving and decision making ability in an environment where exceptions to policy and procedure can occur daily.- Outstanding oral, written and interpersonal communication skills (listening, questioning, etc), and the capacity to multi-task in a structured work environment, are required. Flexibility to work beyond standard business hours when required to resolve critical issues.- Energetic, aggressive and focused.- Highly motivated self-starter and data-driven decision-making.- Good organization skills with high attention to detail.- Ability to handle confidential and proprietary information is criticalLive the OMRON experience and shape the future with us

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