o Daily Management of shift & Job allocation to associates
o Managing team handling CCC, Dispatch & Install Base management activities
- CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
- Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
- Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
o Improving skill level through Self-development or nominating training programs Skill Reverification Tests
o Meeting Quality Scores and bringing Innovation and Process Improvement
o To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
- Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
- Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
- Recognize and reward good performance, provide feedback and encourage professional development.
- Ensure team compliance with company policies and procedures.
- Support and guide team members to ensure they meet their individual targets and KPIs.
- Generate reports on team performance and provide regular updates to senior management.
- Stakeholder management
o Prepare PPTs, Excel and other reports for client reviews and meetings
requirements-expected :
Required Work Experience:
Excellent German and English Communication Skills – both written & verbal
Minimum of (2) two years of experience in a leadership or management role and 4 years overall.
Experience handling complaints.
Experience working and managing communications, with multiple cross-functional teams/stakeholders.
Having worked on SAP or similar CRM application
Required Qualification:
Graduate in any stream.
Skill set Required:
Ability to work under pressure and manage multiple tasks simultaneously.
Proficient in Microsoft Office (Excel & PowerPoint).
Knowledge of the industry’s best practices and trends for team management.
Situational/contextual awareness with the ability to understand the impacts of one’s work.
Excellent critical and analytical thinking abilities
High attention to detail, and high level of professionalism
Excellent analytical skills and strong decision-making skills committed to resolution and compliance
Strong organizational, time and workflow management skills
