Customer Support Supervisor
Description
Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.
Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!
About the role: Role requires candidate to work 5 days from office, weekend shift as needed and in night shift. Candidates unwilling for mentioned timings need not apply.
What you will do:
Team Management
- Lead and mentor team members to deliver results consistently
- Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team.
- Manage multi-layer squad and their performance through on-the-job coaching and mentoring.
- Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs.
- Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect
Project Management
- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.
- Analyze support metrics and processes while developing more effective techniques and strategies as needed.
- Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.
- Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions
Execution:
- Identify critical insights and provide improvement recommendations to product teams.
- Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.
- Participate in hiring drives and onboard eligible candidates.
Stakeholder management:
- Collaborate with different cross-functional supervisors and managers
- Identify operational issues and help improve processes performance
Who you are and what you bring:
- Should be a Graduate – B.E/ B.Tech Graduate.
- Should have a minimum of 5 year’s of experience in n multi-channeled support environment with a minimum of 2 years as a supervisor managing a minimum of 10 reports
- Strong verbal and written communications skills in English is a must
- Computer literate (PC skills essential, Mac OS desirable)
- General understanding electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.
- Good Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
Project management experience is a bonus.