Manager, ISR
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:
Team Management
- Lead and mentor supervisors 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. Develop a business contingency plan for your team
- 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
- Create KPI dashboards and daily performance insights for stakeholder consumption.
- Sound understanding of digital marketing across geographies.
- Strong knowledge of Figma and similar creative tools will provide a distinct advantage.
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.
- Identify recruitment needs from forecast models and work with recruitment to drive this end-to-end.
Lead & Dialer Management:
- Drive the team to meet and exceed sales targets, developing strategies to improve sales performance
- Collaborate with sales leadership to implement and refine sales strategies Process excellence
- Create, implement, and monitor outbound calling campaigns, ensuring efficient lead flow and follow-up
- Manage the dialer system, including uploading calling data, monitoring performance metrics (e.g., call drops, agent utilization), and optimizing dialing strategies
Stakeholder management:
- Collaborate with different cross-functional managers
- Manage stakeholder internal and external communications; de-escalate customer relations and prevent churn through cross-collaboration and effectively manage expectations
- Process excellence:
- Identify operational issues and help improve processes performance
What will you bring:
- Minimum of 10 years of professional experience in multi-channeled support environment with at least 4 years of experience directly managing an impactful team.
- BE or BTech graduate preferred
- The role is for night shit.
- The candidate should be open to working weekends as well
- Communicates clear and concise thoughts, both verbally and in writing
- Strong affinity for stakeholder management, strategic problem solving and driving action through data-driven insight
- Project management experience is a bonus
