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HP Inc. Customer Support Operations Manager in Ariana, Tunisia

Business Environment Description:

HP CS (Customer Support & Services) EMEA organization is managing support and services delivery for PPS consumer and commercial products (call support, Social Media, unit repair, accessory replacement, extended services) over all EMEA countries. Support & services offer is operated thru a network of delivery partners.

Objectives of the organization are to provide best service, increase Total Customer Experience and drive Services Revenue Growth.

Partner Management operations mission rely on 3 pillars:

  • Convert Warranty Customers with Problems into HP advocates, at an affordable cost to HP.

  • Provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.

  • Have best team in the Industry.

Main tasks / responsibilities:

  • Management of the Contact Center (CC) operations and performances, driving continuous improvements

  • Deployment of initiatives to improve end to end Customer satisfaction and Operational efficiency and new capabilities

  • Ensuring our partners have the right capacity to deliver up to expectations (staffing, competence) at a reasonable cost

  • Ensure that our Partners are aligned to HP strategy and comply with HP requirements (Quality, Process Adherence)

  • Interface with Country delivery organizations and drive actions to contribute to improve end to end Customer experience

  • Setting Operational Framework with Sites delivering sustainable performance.

  • First escalation path for other HP groups to connect to the site.

Job description:

  • Assisted Support operational excellence for all deliveries and products across EMEA (capacity readiness, Reward, Lab, tools)

  • Continuous Improvement plans to reach the agreed targets and eliminate the waste

  • Optimizations of Contact Center capacity/staffing adapting fix and variable resources

  • Recommendations and Implementation of cost reductions initiatives

  • Ensure smooth transformation and deployment of operational changes

  • Performance monitoring to ensure support customer experience as designed.

  • Midterm plans to develop sites for future capabilities.

  • Collaboration with other Ops managers and rest of Assisted and CS org ensuring standardization.

  • Preventive Management to avoid crisis lead recovery plans when needed

Technical skills:

  • Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience

  • Partner Management Experience required

  • Green Belt Certification will be a definite plus

  • At least 5 years' experience in Services environment. Good understanding of Services and Support Models Processes.

  • Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)

  • Excellent analytical thinking, technical analysis and data manipulation skills to support data analysis

  • Strong leadership skills, including team building, conflict resolution and management

  • Project management skills and affinity

  • Experience in working with Global Teams is a definite plus

  • Must have the ability to work flexibly and on own initiative

What we offer:

  • Opportunity to work in an international organization with colleagues coming from all over the world.

  • Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.

  • An attractive benefits package:

  • Health & Life insurance

  • Lunch at reduced prices at our canteen/ ticket restaurant vouchers

  • HP product discount

  • Work life balance / flexible working hours.

  • Women, Pride, Young employees, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.

  • We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.

  • Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.

  • Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinated activities.

  • We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy, and general health.

  • Printing Happy hour – from photographs to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models.

  • Dedicated lactation room.

  • Our Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on, improving business acumen, work life balance and skills of the future, etc.

Equal Opportunity Employer (EEO):

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

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