About the role
Role requires candidate to work 5 days from office, weekend shift as needed and in night shift. Candidates unwilling for mentioned timings need not apply.

What you will be doing:
Team Management
- Lead and mentor team members to deliver results consistently
- Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team
- Manage multi-layer squad and their performance through on-the-job coaching and mentoring
- Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs
- Create a fun-engaging-inspiring working setting that encourages personal responsibility, mutual support, trust, and respect

Project Management
- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively
- Analyze support metrics and processes while developing more effective techniques and strategies as needed




- Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk
- Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution
- Identify critical insights and provide improvement recommendations to product teams
- Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization
- Participate in hiring drives and onboard eligible candidates

Stakeholder management
- Collaborate with different cross-functional supervisors and managers
- Identify operational issues and help improve processes performance

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Who you are and what you bring
- Should be a Graduate – B.E/ B.Tech Graduate
- Should have a minimum of 5 years of experience in n multi-channeled support environment with a minimum of 2 ye

📌 Technical Customer Support Lead (Bengaluru)
🏢 Enphase Energy
📍 Bengaluru