Litera Careers

Description

• Implement strategies for Operational excellence with a key focus on Customer Satisfaction, Productivity, Training of TSE, and Employee Retention & Growth
• Develop and Achieve Technical Support Objectives to ensure key metrics are aligned with Industry Best Practices with a focus on Customer Experience and Satisfaction, Efficiency, Quality, and Productivity
• Foster a strong team environment across all leader and agents globally while leading a team of 80+ plus TSE in India in a 24/7 follow-the-sun Support organization
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights; regularly present data to leadership
• Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
• Provide onboarding and ongoing training ideas and suggestions to the resource management team to better prepare and train support team members.
• Provide overall leadership to managers and staff to adhere to processes, procedures, and policies
• Deliver on key projects, related success metrics and outcomes in a timely manner with urgency

Key Requirements:

• 8+ yrs experience as a People Leader
• 10+ yrs experience in Customer Service, Call Center Operations or equivalent Customer Care experience
• Bachelor’s Degree, or equivalent is required
• Experience presenting key data to senior leadership, partnering cross-functionally, and driving change
• Strong intrapersonal skills to communicate effectively with cross-functional partners, as well as build a collaborative and transparent work environment for Support team
• Meaningful understanding of day-to-day Support Operations, Workforce Management, Knowledge Management, Industry Standard SLAs/KPIs, CRM Reporting, and Call Center Software and Applications (including Telephony)
• Demonstrated ability to establish a positive working environment, including the ongoing coaching and training of teams
• Demonstrated experience with customer escalation management and mitigation processes
• Background in Knowledge Management and Knowledge Centered Services for Self-Services practices
• Have driven operations improvements through the use of tools and technology (ticket and incident management systems, AI, KCS development, dashboards)
• Be willing to travel and interact with customers
• Must excel in a fast paced, diverse environment