Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.Job Responsibilities :You will play a pivotal role within our Customer Advocacy department, spearheading the Customer Operations (Hardware) Technical Support team. This role involves overseeing day-to-day contact center operations and leading regional team members in executing cross-functional projects aimed at enhancing the customer experience. Our growth requires leaders who act swiftly, embody an entrepreneurial mindset to innovate new solutions and demonstrate the ability to analyze & resolve intricate problems.Collaborate closely with the call center management team to ensure the delivery of high-quality technical support and services to customersWork towards achieving operational KPIs such as Net Promoter Score (NPS), Service Level Agreements (SLAs), Average Handle Time (AHT), and other relevant productivity metricsAct as point of contact for regional executive escalations for technical support team and manage them till closureLead and manage team members to deliver cross-functional projects enhancing customer experience and improving processesAnalyze contact drivers for trends, recommending strategies for improved service levelsAdvocate for process and policy changes supporting enhanced customer experiencePre-Requisites :5 years+ of contact center operations management in a customer-centric environment, including successful project leadership and team management experienceExperience in project management encompassing planning, scheduling, prioritization, tracking action items, and fostering effective project communicationAbility to collaborate seamlessly with diverse global teams, adapting to various cultures, and fostering productive working relationships across international settingsCapable in motivating and inspiring team members to prioritize customer needs and fostering an environment committed to constant improvementPrevious involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this roleAre you game?
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