As a people manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals. You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.
Responsibilities and Tasks:
o Mentor, train, and provide for the professional development of team members through the performance management process and coaching techniques
o Track established Customer Support metrics, such as schedule adherence and customer satisfaction goals, and ensure goals are achieved
o The Customer Support Manager is responsible for addressing all instances with team members in a timely manner when goals are not met
o Advise and coach team members on how to address complex customer requests
o Responsible for follow-up activities with external customers regarding quality concerns and escalations
o Use information from quality monitoring to provide feedback to team members
o Manage assigned projects and tasks that help to improve the quality of the customer support organization
o Develop strong working relationships with cross-functional teams across the SAP group
o Conduct all customer interactions in a manner that presents the SAP group of companies in a positive light
o Management decision on critical cases
o Management point of contact for customer escalations
o Planning of and adherence to travel and 3rd party budget for own team
o Performance feedback planning, review and people development for assigned team members
o Efficient resource allocation within own responsibility area
o Develop and explain strategy of unit/department and alignment of team goals to corporate/unit strategy
o Ensure time recording compliance of own team when applicable
Skills and knowledge requirements
Functional knowledge of Quadrem and SAP Ariba applications
Fluency for verbal and written communication in English and Spanish
6 - 10 years of related work experience, preferably supporting or implementing Cloud products in a customer-facing environment.
Experience working with software applications and a business understanding of Cloud applications
Experience with creative problem solving for new and undocumented issues
Místo výkonu práce:
Bucharova 11, Praha 13
Fundamental experience of and success with all key responsibilities of a Senior Position
Indication of potential in further soft skills (leadership/people management/interpersonal skills) Minimální vzděláníÚSO s maturitou (bez vyučení) SměnnostJednosměnný provoz PracovištěAriba Czech s.r.o. [2], Bucharova 2817/11, Stodůlky, 158 00 Praha 58 Mzda minimálně80000 Kč Mzda maximálně120000 Kč Nastoupit od2018-04-01