Job highlights

- 6+ years leading customer support teams with advanced analytical skills and Care process knowledge

- Lead and mentor team, manage daily operations, track skills and KPIs, handle customer feedback, and coordinate change management

Job Summary The CAO Radio Expert will work in the team, effectively navigating a mixed environment. They will utilize advanced analytical skills to solve complex problems and provide professional direction. This role involves leading projects, managing day-to-day operations, and ensuring the team's readiness through skill identification and development.

Responsibilities

- Lead and mentor the team, providing professional advice and guidance.

- Manage day-to-day operational performance, workload, and efficiency.

- Ensure optimized resources are available, including people, tools, and working material.

- Identify and track team skills, ensuring their readiness and development.

- Ensure Care processes adherence and track team KPIs for continuous improvement.

- Manage customer satisfaction surveys and external/internal feedback.





- Ensure quality of service through monitoring and defining corrective actions.

- Support Care customer interfaces with the right competences and tools.

- Facilitate collaboration and knowledge sharing within the team.

- Manage communications with Care partners for change management and escalations.

Qualifications

- 6+ years of extensive experience in leading customer support teams.

- Advanced analytical skills to solve complex, non-routine problems.

- In-depth business knowledge and understanding of integrated areas.

- Ability to work effectively in a mixed environment.

- Strong leadership and mentorship skills.

- Excellent communication and collaboration abilities.

- Proactive approach to career development and skill enhancement.

- Familiarity with Care processes, tools, and BCPs.

- Ability to manage resources and allocate work efficiently.

- Robust customer satisfaction and quality focus.

📌 CAO Radio Expert (Bengaluru)
🏢 NOKIA
📍 Bengaluru