Customer Support Operations Manager

hace 6 meses

España Hewlett Packard A tiempo completo

**Business Environment Description**:
HP CS (Customer Support & Services) EMEA organization is managing support and services delivery for PPS consumer and commercial products (call support, Social Media, unit repair, accessory replacement, extended services) over all EMEA countries. Support & services offer is operated thru a network of delivery partners.

Objectives of the organization are to provide best service, increase Total Customer Experience and drive Services Revenue Growth.

Partner Management operations mission rely on 3 pillars:

- Convert Warranty Customers with Problems into HP advocates, at an affordable cost to HP.
- Provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.
- Have best team in the Industry.

**Main tasks / responsibilities**:

- Management of the Contact Center (CC) operations and performances, driving continuous improvements
- Deployment of initiatives to improve end to end Customer satisfaction and Operational efficiency and new capabilities
- Ensuring our partners have the right capacity to deliver up to expectations (staffing, competence) at a reasonable cost
- Ensure that our Partners are aligned to HP strategy and comply with HP requirements (Quality, Process Adherence)
- Interface with Country delivery organizations and drive actions to contribute to improve end to end Customer experience
- Setting Operational Framework with Sites delivering sustainable performance.
- First escalation path for other HP groups to connect to the site.

**Job description**:

- Assisted Support **operational excellence **for all deliveries and products across EMEA (capacity readiness, Reward, Lab, tools)
- Continuous Improvement plans to reach the **agreed targets and eliminate the waste**:

- Optimizations of Contact Center **capacity/staffing **adapting fix and variable resources
- Recommendations and Implementation of cost reductions initiatives
- Ensure **smooth transformation **and deployment of operational changes
- ** Performance monitoring **to ensure support customer experience as designed.
- Midterm plans to **develop sites **for future capabilities.
- Collaboration with other Ops managers and rest of Assisted and CS org ensuring standardization.
- ** Preventive Management **to avoid crisis lead recovery plans when needed

**Technical skills**:

- Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience
- Partner Management Experience required
- Green Belt Certification will be a definite plus
- At least 5 years' experience in Services environment. Good understanding of Services and Support Models Processes.
- Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)
- Excellent analytical thinking, technical analysis and data manipulation skills to support data analysis
- Strong leadership skills, including team building, conflict resolution and management
- Project management skills and affinity
- Experience in working with Global Teams is a definite plus
- Must have the ability to work flexibly and on own initiative

**What we offer**:

- Opportunity to work in an international organization with colleagues coming from all over the world.
- Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
- An attractive benefits package:

- Health & Life insurance
- Lunch at reduced prices at our canteen/ ticket restaurant vouchers
- HP product discount
- Work life balance / flexible working hours.
- Women, Pride, Young employees, Sustainability and DisAbility Just a few of our fantastic global business networks you can get involved with locally.
- We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.
- Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.
- Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinated activities.
- We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy, and general health.
- Printing Happy hour - from photographs to large posters. And Hands-on workshops to print with the latest technology - from wall covers to 3D printed models.
- Dedicated lactation room.
- Our Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on, improving business acumen, work life balance and skills of the future, etc.

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