• Supervisor Channel Partner Support,

    Location CZ-Brno
    Job ID
    53551
    Function
    Marketing
  • Overview

    • Represents the EMEA PIC team for every aspect of the work the team is responsible for, and is accountable for the end results and delivery of SLAs and KPIs. Supervise PIC agents and their daily tasks. Develop team performance by coaching, encouraging, monitoring and identifying areas for improvement within the team. Partnering with peers in regional and global Channel operations teams as well as within Global channel and sales operation. Be actively involved in regional and global projects; making sure business requirements are translated to internal processes and customer satisfaction is met

    Responsibilities

    • Represents the EMEA PIC team for every aspect of the work the team is responsible for, and is accountable for the end results and delivery of SLAs and KPIs
    • Builds and maintains a stable team by taking the lead on the interviewing process, scheduling and monitoring team training plan, systemizing work processes and delegating tasks efficiently, monitors team performance
    • Drives team’s development and ongoing training to meet high quality standards. Develops team performance by coaching and mentoring team members, performing quality and quantity checks, performance reviews; initiates and oversees corrective and improvement actions.
    • Identifies and addresses areas for improvement within the team, processes and/or tools; proposes and follows through changes and enhancements
    • Coordinates day to day activities within the team – shift planning, work assignment, team meetings and regular updates to the team
    • Monitors team activities and metrics, workload and task assignment, ensures the team manages all tasks and responsibilities in a timely manner, meeting agreed SLAs
    • Ensures Zebra’s partners receive quality and timely supports by quality monitoring, regular quality reviews and makes sure process documents and work instructions are in place and regularly updated and supporting documentation is available to the team
    • Holds regular team meetings, gathers all updates to ensure ongoing and timely information flow.
    • Be the voice for PIC operations, represents the team on various occasions internally or externally
    • Serves as an initial escalation point of contact for the team
    • Works closely with Channel operations manager/supervisor and PIC and CHOP Specialists, supports Channel operations manager/supervisor manager on PIC related responsibilities
    • Partnering with peers in regional and global Channel operations teams as well as within Global channel and sales operations
    • Be actively involved in regional and global projects; making sure business requirements are translated to internal processes and customer satisfaction is met

    Qualifications

    • Experience in Customer support environment
    • Demonstrates team leadership and team development skills
    • High level of enthusiasm, strong work ethic, and highly self-motivated 
    • Strong communication & interpersonal skills
    • Calm and assured manner with ability to deliver results under pressure
    • Excellent time and task management with ability to multitask
    • Strong change agent; Ability to handle a fast-paced environment and challenging workload
    • High level of organizational skills
    • Demonstrates high level of initiative, results driven & action oriented, proven problem solving skills
    • Good presentation skills
    • Project work experience is desirable
    • Excel skills
    • Experience in Salesforce.com
    • Natural aptitude for technology 

    Language skills:

    • Excellent English (spoken and written)
    • Fluent in any additional Europian language is a plus

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