Overview:
Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our 15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.
Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
Responsibilities:
Responsibilities
Manager Customer Service ( Americas Order Management) is required to manage a team of Order Booking CSRs for Americas Channel Partners. This is in the Americas time Zone and involves night shift working (10PM IST onwards), Primary Responsibilities will be and not limited to :
Process responsibilities:
Manage a team of 9-10 Customer service Representatives who are involved in Order entry (Channels and Parts Order Management team for Americas region)
The team is responsible for Order entry of Commercial Customers and Partners for US.
Management of Process SLAs for TAT/Accuracy and other identified parameters (TAT, Audit, Quality, etc)
Queue management and prioritization of Quote Vs. Orders
Partner Management and Customer management experience
Reporting and Analysis What is booked and what is pending, Trend analysis to forecast day to day staffing.
Build and align team charter/goals, aligned with the organizational goals and drive them to closure as well as report out regularly.
People and Partner management:
Monitor team performance Daily/Weekly/ Provide feedback and Motivation.
Conduct Biweekly one on ones and Team meeting effectively. Assigning Goals and development area plans for team members.
People Development Goals Able to develop the skill gap matrix for the people and build plans to bridge the gaps
Drive Innovation at work through self-initiated projects and through the team.
Able to work with partners reviewing the overall status and direction and identify actions to meet the mid to long term needs and drive them to closure
Effectively drive the Quarterly and Annual reviews with Upper management.
Administer Rewards and recognition for the teamQualifications:
Qualifications
Postgraduate in Business Administration with experience of 10-15 years
Graduation in any Stream (bachelor's in commerce preferred)
Must be presently working in night shift supporting Americas processes.
The Job Requires the Manager working 5 days onsite in Gurugram office.
Must have experience of managing an Order Management Process and deep understanding of Q2C process.
Proven experience of people performance evaluation and management
Strong Knowledge of MS Office tools & Excellent verbal/written Communication Skills.
Order booking experience in Oracle and Sales Force recommended.(Desired)
Strong Quality Exposure (Lean or Six Sigma)- (Desired)
Careers Privacy Statement
*Keysight is an Equal Opportunity Employer.*
