Do you appreciate and understand good customer service? Are you organized and self-motivated? Are you equally comfortable with dealing with people and analyzing data? If so, Intel Customer Support (ICS) is happy to welcome you to apply for a role in our team. In this ICS Contact Center Manager role, you will build relationships with customer support teams in America region and work frequently with global ICS teams as you strive to improve the support experience for Intel customer. You will provide leadership and management of outsourced ICS Contact Center to deliver customer post sales support services. You will be responsible for the availability of support services in the region, for the service delivery of ICS suppliers and for outcomes for customers contacting technical or warranty support. Additionally, you are required to drive support to sales program by generating sales lead and ITP recruitment
Inside this Business Group
A successful candidate will have:
University level degree or equivalent work experience in ICT, Engineering or business discipline or mathematics
PMP and/or proven project management experience
Previous customer service, help desk or technical support experience as an advisor or engineer.
Experience collaborating with cross-functional and cross-geo teams
Certification and experience in Lean Six Sigma.
Strong attention to detail and analytical skill
The ability to express themselves clearly, professionally and robustly (with colleagues or suppliers)
Independent work organization and project initiation
Some flexibility in work schedule to support worldwide teams
Keenness and willingness to learn
Speaking and writing excellent English plus Spanish or Portuguese language
Data analysis and presentation skills using Excel and PowerPoint
Skill in process mapping, process-flow design and business process documentation
The Intel Sales Organization works globally to solve critical business problems with Intel based technology solutions. Our customers range from the world's largest enterprises and institutions including Fortune 100 companies, Governments to Systems Integrators and Emerging solutions providers. We partner with innovators and makers to enable inventions in Personal Technology, Cloud Services, Internet of Things, Healthcare, Big Data and Wearable's. Our Sales Force works across multiple industries and navigates a complex partner and customer ecosystem as we shape product roadmaps, drive value for our customers, and collaborate to harness emerging technology trends with the delivery of comprehensive solutions.