Lead Procurements centralized customer support team of approximately 20 contingent workers distributed globally serving internal and external customers through email live chat ServiceNow and AI-enabled channels. Shape a highperforming team coordinate workforce coverage across regions and build partnerships across Procurement to ensure consistent service delivery and customer experience. Contribute to tooling implementations reporting automation and AI integrations combining operational leadership coaching and customer insight to deliver scalable support and drive continuous improvement.
Key Responsibilities
Daily Operations & Service Management
Lead daily operations for a global customer base managing workforce planning workload allocation queue health shift coverage and handoffs across time zones.
Manage SLAs backlog aging escalations and service risks.
Act as the primary escalation point and subject-matter resource for support agents.
Coordinate operations across regions to maintain consistent service quality and customer experience across channels and shifts.
Govern team scope ownership boundaries routing and intake of new activities.
Team Leadership & Coaching
Lead onboarding coaching cross-training and ongoing capability development.
Set clear performance expectations and provide regular actionable feedback.
Coach agents on customer experience communication problem-solving procedures and case handling.
Review customer interactions and case documentation to identify coaching and knowledge gaps.
Quality Knowledge & Controls
Own quality reviews and ensure adherence to support standards and procedures.
Develop and maintain playbooks SOPs response templates decision guides and knowledge content.
Address recurring issues by strengthening processes controls and service consistency.