HP
HP Technology Services Sofia Call Centre & DACH Region Director
Bulgaria, BG - Computer Software
Scope:
Reporting to the Senior Director Customer Solutions Centres EMEA, this role of Sofia Call Centre / DACH Regional Director is responsible for leading the large Call Centre operation in Sofia and providing remote technical support to primarily German speaking countries (DACH - Germany, Switzerland, Austria) with some secondary responsibilities to English/Russian speaking countries.
As the leader with the largest headcount team in the Customer Solutions Centre EMEA org, this executive is expected to also provide thought leadership on an EMEA / WW level as well.
Background:
About Technology Services
HP Technology Services is a global service provider and business integrator delivering solutions with speed, power, precision, and passion. We offer remote and onsite services, internet and global technology solutions to multi-site, multi-national businesses, including manufacturing, telecoms, automotive, energy, financial services, and other key industries. Services range from warranty and product support to proactive mission-critical and business continuity services, deployment and performance services, security, integrated support for complex multi-vendor environments and software publishing
HP's Technology Services is all about exceptional people supporting business technology in action. We are made up of talented professionals who bring the technical insight, process excellence and resource flexibility to help customers optimize their technology operations and drive business outcomes. In Technology Services we know relationships and people matter -- our services provide customer satisfaction, loyalty and margin
Responsibilities:
The role covers :
• HW and SW support extending from call receipt through qualification through final Dispatch for primarily German speaking languages
• The full range of HP products in EG product lines: Servers, Storage, Networking and includes complex solutions that incorporate all of the above technologies and extend across both hardware and software aspects of all technologies.
• Each of these technologies is supported in the main Go-to-Market Motions (Direct, Global Accounts, Enterprise, SMB, Channel, Web supported). Specifically the team manages L1 and L2 support from both in-country and near-shore locations utilizing internal and external resources
• Cost of Delivery and Customer Satisfaction for remote customer support in the event of a problem with the hardware/software or solution
• Ensuring that HP's reputation for quality and service is delivered through the people that solve technical issues and manage proactive deliverables for custom accounts.
• Managing high-level customer escalations that come directly to this leader - this leader is expected to represent HP with customers to answer technical support concerns. These conversations are typically senior managers within multi-national companies.
Qualifications
Candidate Experience: ‘Must Haves’ :
• 7- 10 years’ experience operating at director / site manager level in a technical support / call centre environment
• Strong financial experience and business acumen - the role requires managing the cost of delivery for approx 500 headcount directly and is accountable for a multi-million dollar budget. The vast majority of the budget is salary-based professional employees. In addition the activities undertaken by the CSC are extremely influential elsewhere in the Technical Services delivery structure, our work can drive a cost pool of 10x greater in our Field and Supply Chain organizations.
• Strong and proven team leadership - the role requires managing staff directly (Sofia) and staff virtually (Germany)
• Strong team collaboration - the role requires interacting with teams across EMEA & WW to support solving customer issues
• Strong Influencing, negotiation skills, and partnerships - the role requires working with external delivery partners and internal HP organisations including other parts of the Delivery Org and the Sales Teams to achieve successful business outcomes for our customers
• Experience working in multi cultural environments - this Exec will join a CSC EMEA Exec staff leading staff across more than 20 EMEA countries and the leadership team consists of a diverse range of profiles
• Customer centric - the role requires experience in managing high level escalations and frequent customer interaction/relationship development. Being able to represent HP in front of large global and external customer is vital as is a clear understanding of what driver high customer satisfaction and loyalty
• Strategic focus - this Exec needs to have a future looking focus and a clear capability to look at the bigger picture; how the organisation contributes in its widest sense and is able to translate strategy to implementation
• Quality driven / change management experience - this role needs to continue driving a continuous improvement culture through sponsoring initiatives and projects, the Exec needs to have proven quality improvement capabilities and understanding of Lean Six Sigma techniques
Candidate Knowledge / Behaviours :
• Experienced in leading large organisations, can manage the operational numbers and has a track record of numbers getting better
• Has a continuous Improvement ‘mentality’, knows what a quality service looks like
• Can develop people and organizations, has a list of people development success stories in their direct reports and lower down their organizations
• Can turn a concepts e.g. ‘Customers for Life’ into tangible actions and drive
• Can communicate at all levels from the call centre floor to SVP easily
• Has cultural awareness and emotional Intelligence, understands how workforces are changing in our industry
• Can set strategic direction for an organisation in collaboration with others, can step back from today’s situation and define and articulate the future state quarters / years from now
• As a thought leader, can shape strategies at a CSC EMEA / WW level and influence their Manager +1 and Manager +2 on what needs to be done
• At the Field / GSD / Customer Interface, has strong field experience and can build relationships
• Has strong customer experience, can take pressure, and in tough situations can work in co-ordinated manner with GSD colleagues and can represent the CSC / TS / HP to customers in a credible way
• Shows a true end-to-end perspective being able to collaborates effectively at a cross functional and organizational level to deliver exceptional customer experience and very much perceived as a team player by others
• Has partner experience knows when to ‘make/do versus buy’ and looks for mutual benefit. Sets the frame and can manage the partner relationship & numbers, able to negotiate and keep things on track
• Has industry awareness, understands trends and technical support directions, understands the competitive landscape and new emerging models
Metrics
• Customer Satisfaction scores, Operational Performance scores, Cost of Delivery %
• Successful Project/Program execution : Salesforce.com IT system roll out, Lead Generation, New models for Outage support etc
• Employee Satisfaction scores
Education
• University or Bachelor’s degree or equivalent experience in industry, advanced university or Master’s degree preferred.
Language
• Fluent in Bulgarian, German and English (spoken and written)
Travel/Location
• Based in Sofia - travels to DACH countries (Germany / Switzerland / Austria) as required and to other EMEA / WW locations as needed
No salary provided
Posted February 13, 2015 at 02:20AM from LinkedIn http://ift.tt/1Ah3Ppr
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