Customer Care Team Lead - Partner Support
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewCustomer Care is the single point of contact for Motorola Solutions. We support end-users, direct customers and our channel partners. We find solutions by working with teams across Motorola Solutions, we are part of the CMSO. We own and drive support requests until resolution.
Purpose of the position
Making sure that the team operates effectively and efficiently with a customer focus, adhering to our internal processes and SLAs.
Scope of responsibilities
Manage a team of 10 people
Maintain daily operation (work distribution, shift planning, etc.) to ensure targets and SLAs are met
Performance management, personal development, coaching & mentoring of team members
Take the lead on interviewing and hiring of new customer care consultants
Identify areas for improvement with individuals, systems or processes, work to improve these areas and/or highlight issues to management
Responsible for quality checks with team members on the interactions and execution of the work instructions
Ensure that your team has done adequate training (required training online, training needed to support customers -soft skills- and training on tools & processes)
Creation and updating of process documents and work instructions
Lead and participate on projects
Have regular contact with stakeholders (ie on weekly conference calls)
Represent and present the Customer Care Service Desk internally and externally (customer visits and partner conferences)
Have an overall view of the MSI (Motorola Solutions) business and stay informed of all new product and service offerings
Preferred Skills and Experience
Bachelors Degree in relevant discipline preferred
Good leadership qualities (ability to coach, encourage and motivate others), but also able to work as part of a team
“Can do” attitude, ability to prioritize and work to deadlines
Strong customer focus and customer advocacy approach
Able to work with minimum supervision using own initiative, be flexible and proactive, work under pressure
- High School Diploma or equivalent
- 2+ years of Performance management experience
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.