Dell Customer Care Manager I in Xi'an, China
Abide by Dell code of conduct and leadership principles.
Manage team members responsible for E2E assistance on escalations cases.
Collaborate, innovate and drive speedy resolution with RCA and CLCA.
Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing and maintenance of a diverse and effective workforce.
Responsible for career development/planning, performance and pay discussions of team members.
Leads team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives.
Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations.
Provides direct supervision to a large team of operational team members supporting escalations and distressed incidents and accounts.
Drive one-hour service level across all APJ team members for incidents submitted via Fusion tool.
Contributes to area by ensuring quality of tasks/services provided by self and others.
Accountable for service levels, operation KPIs and connect sessions with stakeholders.
Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.
Provides training and guidance to others.
Resolves data integrity issues.
Improves processes. Uses a variety of data analysis tools and methodologies; applies independent judgment to solve systemic problems.
Presents problem analysis and recommends solutions in a creative and logical manner.
Utilizes best practice processes around work assignments, project management, and quality output while maximizing overall team performance.