||Motorola Solutions, Inc.
||Schaumburg, IL United States
|| Accounting/Auditing, Computers, Software, Customer Service and Call Center, Information Technology, Internet/E-Commerce, Law Enforcement, and Security, Executive Management, Web Technology, Energy / Utilities
Customer Care Operations & Quality Lead|
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Leads a team or functional area that provides strategic focus to the customer experience. Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. Develops, evaluates, and implement strategies to gather and respond to client feedback. Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery. Serves as the primary contact in the customer experience team in resolving issues. Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Your role focuses on ensuring that we have the best coverage across our support channels; phone, chat, web and email and that our customers get a consistent and great interaction with the right follow up. Reduce our resolution times by improving our process and working together with our business partners.
You will be driving a quality program focused on continuous improvement of our team. Utilizing our CX Interaction program (phone), our transactional survey data and a case audit program. You will also, for our department, coordinate and participate in projects around new products & solutions and initiatives to move to Self Service.
This role will be managing about 30 people, reporting to the Global Customer Care Sr Manager, working closely with the NALA Customer Care Supervisors. The focus of your role is the support we provide for our portals (E-Commerce, Education & Self Service), our partner program and general enquiries.
Manage the daily operation coordination (effective work distribution, back-up cover, shift planning, etc.) to ensure targets and SLAs are met
Manage about 30 people (indirectly)
Write & update process documentation and work instructions
Setup and drive a quality audit process for Customer Care; practically that means a program that ensures that our support agents follow the work instructions and have the right customer approach
Identify areas for improvement with individuals, systems or processes and take initiate actions to address these
Build relationships with cross-functional teams to ensure effective cooperation
Coordinate and assign internal projects
Present operational results and projects to senior management
Experience in Customer Support and/ or Centralized Operations
Experience in managing projects and /or managing teams
Positive energy, eagerness to break through old habits and patterns and drive improvement
Skills in data analysis and creative thinking to find ways for optimization
Identify and understand different audiences and communicate effectively
Create strong presentations to lead operational reviews
Referral Payment Plan
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.