Customer Support ASEAN - Team leader

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Role

Team Leader - Customer Service

Business Function

Sales and Marketing

Reports to

Senior Manager - BCC

Department

Sales

Nature and Purpose:Brief summary outlining purpose, scope and complexity of the role.

Accountable for coaching and developing Customer Service inbound & offline teams in the Bangalore BCC. Direct and manage team of customer service agents who are responsible for handling inbound, unassigned customer service calls & for processing email & chat service inquiries. Team will handle inquiries such as order status & invoice requests, returns & expedites.

Accountabilities with Key Outcomes:Describe essential accountabilities the job performs and key outcomes. Accountabilities should be listed (max of 8) in order of importance.

1

Responsible for coaching and developing customer service agents to maximize capabilities and provide top level customer experience on every phone call & email/chat interaction

2

Accountable for sales and profit achievement through effective customer retention, RMA and other customer service processes, customer expectation management on applicable calls

3

Accountable to manage direct reports to the agreed service level agreements for handling offline email/chat availability & process time as well as inbound phone traffic, including time to answer, availability, abandonment rates, order entry accuracy and high level of customer service satisfaction

4

Coach and manage team to achieve set level for call quality

5

Responsible for proposing and implementing efficient processes and improvements

Knowledge, Skills and Experience:Please give details of the knowledge, education, formal qualifications, specialised training or experience required for the job. Indicate whether requirement is essential or desirable.

Required

• Minimum 5 years experience in leading a sales / customer service team.
• Understanding of P&L, profitable sales, margin implications of particular sales, discounting policies.
• Strong experience and knowledge of computer systems
• Ability to plan and prioritise a demanding workload using available resources.
• Ability to segregate functions in blended roles/teams.
• Awareness and understanding of cross cultural differences

Desirable

• Contact center experience a plus
• Understanding of e-commerce and e-marketing capabilities
• College degree in business or related field

Job Impact/Influence Measures:

Responsible for a team of customer care agents who will have first touch resolution with inbound, unassigned customer calls. Responsibility will range from placing orders, to RMA's, to stock checks and associated selling

Ensuring that department service levels are maintained by effectively managing available resources, Ability to interpret / use forecasting tools / data

Responsible for managing poor performers and therefore the entire process from firing to hiring and the training aspect.

Effectively resolving employee relations issues (including disciplinary and grievance), with reference to senior management and Human resources as appropriate.

Clear understanding on Company's policies and ability to deal with/advice on how to deal poor performance, absence, etc.

Managing the performance of team members through regular one-to-one's and coaching effective people management, also including first call resolution and maximizing sales opportunities

Decision-making Authority:Indicate what decisions the job is expected to make and what it is expected to recommend.

Recommend or improve procedures to gain efficiency.

Full accountability to spend within agreed budget and guidelines.

Responsibility for the day to day activity of your team

Responsibility of managing in 1:1 situations, poor performers.

Participate in the recruitment process when replacing members in the team

Local Legislation Compliance (US only): Please list any physical demands / working conditions which could impact the role holder.

Manager Accountabilities:Clear obligations arise for all management colleagues. The following are expectations of you in this role.

Ensuring compliance of self and others to internal and external regulations.

• Ensure self and team's compliance with PF Code of Conduct and all supporting policies, laws and regulations of all countries in which PF operates and with all applicable national/international codes.

Understanding the big picture and connecting the individual to it in a meaningful way

• Demonstrate understanding of PF's business and ensure your team understands the link between their individual contributions and PF's wider strategic objectives.
• Establish a positive climate and work environment for your team, where performance is recognised and rewarded.

Optimising performance outcomes of direct reports and ensuring individual's understanding of contribution

• Ensure each individual within your team understands the team's structure, objectives, roles and responsibilities.
• Provide support, coaching and development opportunities.
• Optimise team and individual performance
• Apply PF's performance, reward, talent management, recruitment and people information principles and processes.
• Champion organisational change.

Following PF's financial policies, managing people resources to policy requirements and delivering budgets

• Lead by example with decision taken when allocating investment resources, by ensuring initiatives underpinning budgets and forecasts provide value to our shareholders.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.