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CCC Operations Manager-Primary Tech-005E9H
Ensure team understands the business strategy and howthey contribute to the big picture
Develop performance targets, monitor performance against targets& implement process improvement initiatives.
Deliver results by taking an entrepreneurial approach tomanaging, planning, staffing, execution of work, and ensure timely clientfollow up to meet or exceed business targets.
Use your judgement to identify and implement efficientprocesses and practices for the management of the business to ensure attainmentof team KPIs by conducting operational meetings focused on eliminating backlog,improving utilization, addressing scheduling concerns, and exceeding businessKPI’s.
Build the best team by coaching and developing existingteam leaders & members and managing performance of employees, as well asrecruitment of new team members, if required.
Proactively develop working relationships with directSchneider Electric stakeholders (i.e., Quality, Sales, Product Management,Engineering, Global Technical Support and Plants, etc.)
Drive high performance in the workforce to ensure we areassessing, performance managing, and developing talent resulting in businesssuccess.
Lead indicators such as Net Satisfaction Score, AverageHandle Time, Revenue, and quality metrics with the goal of ensuring the highestcustomer satisfaction.
Forecasting, Sales Management, and Marketingfor Priority Support Offers.
Effectively manage customer, internal sales andoperational escalations.
Other Skills :
Excellent customer communication skills.
Strong knowledge of customer care center practices.
Proficient computer skills and experience with the Microsoft Office Suite.
Experience with Salesforce preferred