Operations Manager for Customer Support and Service Delivery

14 hours ago


Ballerup, Ballerup Kommune, Denmark GN Store Nord AS Full time

Customer Support Excellence in Jabra India

About the Role

We are seeking an exceptional Operations Manager to lead our Customer Support Team in Bangalore, India. As a key member of our organization, you will be responsible for delivering operational plans, setting team objectives, and resolving day-to-day issues.

Key Responsibilities

  1. Set tone and direction for the team, developing and maintaining a technically strong and motivated team to support regional and global goals.
  2. Manage day-to-day activities, ensuring staffing levels and scheduling meet department service level goals.
  3. Collaborate with other regions to deliver exceptional customer experiences through each support interaction.
  4. Develop strong relationships with customers and create brand awareness.
  5. Work with regional teams on warranty concerns, conducting specialty projects as assigned by the Support Manager.
  6. Coordinate departmental activities with other departments to ensure organizational effectiveness and customer satisfaction.
  7. Deliver monthly business reviews to select support departments and HQ functions, ensuring timely employee performance reviews.
  8. Actively participate in customer escalations, following proper escalation processes.
  9. Contribute to the development of contact center processes and business practices aligned with business strategy.

Requirements

Education and Experience

  1. Bachelor's degree in information technology or relevant diploma.
  2. 10+ years of customer service experience, ideally in telecom or high-tech consumer electronics industries.
  3. 4+ years of experience as a Customer Support Supervisor/Manager or similar role supporting B2C/B2B customers in India within a high-contact support center.
  4. Familiarity with Jabra products and hi-tech audio/video solutions is a plus.
  5. Experience using help desk software, softphones, videoconference solutions, and remote support tools.
  6. Proficiency with Microsoft Office applications and CRM systems.
  7. Excellent communication skills in English and Hindi.

Personal Qualities

  • Strong customer focus and ability to deliver phenomenal customer experiences.
  • Ability to work with diverse customer types, communicating complex technical problems in a human tone.
  • Strong interpersonal skills for team environments and building relationships with valued customers.
  • Desire to continually learn, adapt, and thrive in a fast-paced environment.
  • Independent decision-making, problem-solving, and resourcefulness.


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