Role Overview
The role requires strong people management, performance coaching, escalation handling, team engagement, and coordination with QA, Training, WFM, and other support functions.
What You Will Do
Candidates should have experience managing frontline customer/product support teams, with ownership of SLA, quality, productivity, adherence, and customer experience metrics.
Why It Might Be a Fit
Experience in a voice/chat-based contact center environment and working in US shifts is preferred.
Requirements
- relevant experience in SaaS-based product support / technical customer support operations
- strong product and process understanding
- troubleshooting capability
- operational ownership
- analytical skills
- ability to work effectively with frontline teams and cross-functional stakeholders
To apply for this job please visit career44.sapsf.com.
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