License Rights & Compliance Escalation Team Lead
Year Bengaluru, Karnataka, India
Job Description
About Cloud Software Group Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world?s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done ? from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud Position Summary The Licensing Rights & Compliance- Escalation Team Lead oversees a team of up to 15 Global Escalation Advisors. The Escalation Team Lead is a Subject Matter Expert for all Customer Service-related issues and is a point of escalation for the Customer Service team. In this role, you will be technically advanced and credible in your own right as well as effective in shaping the customer journey and skills of your team. You must enjoy learning and introducing new concepts in order to help colleagues and customers embrace and adopt new technology. Primary Duties / Responsibilities
- Assists facilitating high profile escalation meetings (hot calls) with key stakeholders - provides support to the Escalation Advisor, establishes accurate expectations for resolution.
- Regular team meetings and 1:1 coaching sessions to assist, develop and enhance team skills and performance.
- Leads and implements customer service best practices and procedures in a bid to improve overall Customer Experience in alignment with Quality guidelines.
- Encourage the team to think Out of the Box to ensure faster resolution.
- Highlights trending/hot issues proactively to management, works towards full resolution, providing timely root cause analysis.
- Growth Mindset fix the problem long term. Approach the problem-solving approach with end-to-end communication and complete ownership.
- Proactively meets with the CS team to coach & assist with troubleshooting to ensure timely resolution of cases. Documents 1:1 interaction using the case audit process.
- Works with CS frontline team to ensure aging and complex cases are moved to Escalation and have a fortnightly engagement with Leads/Managers.
- Runs & monitors reports on team backlog.
- Proactively monitors quality of advisor cases- analyzes, coaches and reports Advisors training requirements to management.
- Delivers training on new and updated processes.
- Participates in special projects, including UAT, focusing on research and development of products, systems, and tools. Coordinate and oversee team involvement therein.
- Contributes to knowledge management system in the form of new articles or updates surrounding company policies and procedures.
- Educates internal and external customers on Cloud Software Group product features, benefits, and technical specifications.
- Supports management with Escalation team Calendar to ensure 24x 7escalation coverage.
- Coordinates with all key stakeholders, organize/host meetings to bring all stakeholders for an efficient and effective case resolution.
- Excellent customer focused attitude and the ability to interact with customers in a professional manner.
- Ability to work flexible schedules.
- Strong verbal and written communication skills
- Work effectively in a team environment and collaborate cross-functionally.
- Able to lead and act as a mentor to other team members.
- Ability to analyze information and evaluate results to identify trends and resolve problems.
- Excellent organizational and time management skills with the ability to prioritize, organize, and complete tasks.
- The ability to perform technical troubleshooting, extensive data analysis, and communicate general technical details and instructions.
- Must have advanced knowledge of Cloud Software Group products especially Citrix Cloud and software/hardware licensing.
- Bachelors or Masters Degree or equivalent work experience
- 5+ years of customer service experience in a call center or fast-paced environment
- Advanced Knowledge of Microsoft Windows and Office suites, Salesforce, SAP, DOTI, Hybris
- Cloud Software Group or Industry Certifications are a plus.
- Fluent English is required. Preferred second language: Portuguese, Spanish, French, German, and Mandarin.
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Job Detail
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Job IdJD3076770
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear