Customer Center Team Manager- GWE

Your key responsibilities will include supervising the daily work activities of teams providing remote service, customer access, pre-sales, post-sales, or service delivery to address various business systems and applications issues for customers. You will manage the day-to-day activities of support-level employees, ensure compliance with policies and guidelines, and prioritize tasks to meet team objectives. Leading a team of non-exempt contributors, you will offer coaching and guidance to enhance task and skill proficiency across standard, specialized, and complex systems.

To ensure operational excellence, you will closely monitor key performance metrics, ensure successful achievement of team objectives and contractual commitments, and address routine escalations by taking appropriate actions to resolve issues as needed. You will also partner with the business to drive growth, ensure efficient and effective delivery on functional commitments, and identify, communicate, and manage potential gaps/areas of improvement in solution and business architecture. Additionally, you will assist in developing functional strategies aligned with the organization's overall goals and objectives and engage in cross-functional collaborations for efficient project delivery to drive successful outcomes.

The ideal candidate will have a four-year degree in any area or related discipline, or commensurate work experience or demonstrated competence. Typically, 2-4 years of job-related experience and 0-2 years of management experience, preferably in remote support, telephone support, technologies, customer environments, or a related field are recommended. ITIL Certifications are preferred.

Knowledge and skills in automation, computer science, customer relationship management, customer support, debugging, Java (Programming Language), operating systems, product support, root cause analysis, TCP/IP, technical services, technical support, Unix, and workflow management are essential. Cross-Org skills such as customer centricity, prioritization, resilience, team management, and strategic thinking will also be valuable.

This role impacts the immediate team and requires a basic understanding of the family group's role in the HP organization. You will apply company policies and procedures to resolve routine issues.

Please note that this job description provides a general overview of the work performed in this role and may be subject to change. Additional functions may be assigned as needed by management.,