Customer Service Supervisor

Customer Service Supervisor

If a customer experiences a problem using a Dell Technologies product or service, the Customer Services team has the knowledge at their fingertips to answer their questions – by phone, email, chat or online. Building great relationships with customers, we make a real difference. We also establish the systems that provide solutions to questions and problems. What’s more, we report issues to design departments to make sure Dell Technologies continues to provide products that are better than ever. To keep up with constantly evolving technology, the team is fully trained whenever a product is upgraded or launched.

Join us to do the best work of your career and make a profound social impact as a Supervisor, Customer Service on our Customer Service team in Hyderabad.

What you’ll achieve
Leading and developing a team of 15 associates; responsible for the overall direction, performance management, conduct regular 1:1’s, coordination and evaluation of the team.
You will:

• Develop and build team members IDP’s, work closely with the team members to enhance the skills sets and support them on their career progression
• Carrying out supervisory responsibilities in accordance with Dell’s policies and procedures; core responsibilities include Team management, providing ongoing coaching and feedback and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
• Develop and Achieve performance goals and objectives in line with the network wide vision and goals

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• Bachelors with 6+ years of relevant experience background. Should be able to develop team’s customer service capabilities
• Handles customer escalation issues. Entry-level customer service manager (relative to assignment), understands customer’s need and capable of building familiarity with customer segment and specific product/service offerings of that segment
• Drive KPI (C SAT, XPR, TTR & AHT) and work towards reduction of returns and show a positive impact on Revenue avoided & COD
• Support & run different Pilots suggested by COD to identify LOB wise return impact & suggest changes

Desirable Requirements

• 2+ years of good leadership and team building skills
• Good project management skills

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.