Oracle Customer Service Supervisor-Support in Galway, Ireland

Customer Service Supervisor-Support

Preferred Qualifications

JobDescription

The

Customer Service Supervisor is responsible for the daily activities of a work

group, setting priorities to ensure task completion for Oracle Hospitality

support agents. Key responsibilities include management, leadership and

execution of key processes within the Oracle Hospitality Customer Support

organization.

Tactical

emphasis is on improving the customer experience in support, quality

management, productivity and retention of staff. Performance metrics include

call efficiency, average speed of answer, first hour and same day resolution of

issues and overall customer satisfaction.

The

Supervisor’s success is measured by the teams’ ability to provide high quality

services and continuous improvement in the delivery of support while

maintaining headcount.

Primary

Responsibilities

  • Providestrong leadership that guides the team to think both tactically andstrategically in the delivery of support.

  • Deliverresults against a defined set of objectives that includes tactical metrics,strategic innovation and cross functional collaboration between disparateorganizations internally.

  • Develop,implement and maintain effective internal and external communication

  • Developand maintain effective management of staffing, training, coaching, andperformance standards.

  • Ensuringtargeted service and performance standards are achieved or exceeded.

  • Managemetrics, customer satisfaction, and reporting on statistical performance levelsrelated to the business.

  • Developanalytic, strategic and technical resources to meet client expectations andinsure satisfaction.

  • Manageescalations and collaborate with peers.

  • Ancillaryproject management.

Knowledge,

Skills, & Experience Requirements

  • Bachelor’sdegree or equivalent of experience.

  • Minimum 1years of Call Center/Contact Center/Technical Operations managementexperience

  • Astrong IT background is essential and ideally within a support operation.

  • Strongnegotiation, interpersonal, written, oral communication and presentation skillsrequired

  • Willingnessto work shifts- this role is a 3pm-11pm shift- Monday to Friday

  • Willingnessto take part in rota for bank holiday weekends

  • Travel to25%.

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a Customer Relations Supervisor, you will be responsible for managing projects, such as creating internal training curriculums and schedules, presenting at Oracle Support Services new hire orientation, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Client Relations analysts for the customer visit program and employee mentoring. A Supervisor is the first level point of contact for Client Relations’ escalations and is the first line of management for Client Relations Analysts.

In this role, you will assist management in establishing group goals and assist analysts in setting their objectives. You will identify and assume project ownership for process and productivity improvements, as well as acting as a mentor to other Analysts while providing management with performance feedback. In short, your role will serve as an important communications liaison between management and Customer Relations Analysts.

Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. A bachelors degree and one year Client Relations experience and 3 years of professional experience in Client Relations field. Prefer a proven track record of excellent problem solving and research skills and excellent communication skills, while projecting a positive, professional image.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Support

Location: IE-IE,Ireland-Galway

Job Type: Regular Employee Hire

Organization: Oracle