SUPV III CUSTOMER SERVICE (Hybrid)

Job Overview

TE Connectivity Ltd. is a $14.9 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including over 7,500 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com

ROLE OBJECTIVE 

As a Team Leader in our Solution Center, you will be at the forefront of driving transformational strategies focused on creating exceptional customer experiences and catalyzing sales growth. Your leadership will be pivotal in establishing our brand as the preferred supplier by fostering strong customer relationships and steering your team toward unparalleled service excellence and growth.

RESPONSIBILITIES 

• Lead with Accountability: Spearhead your team to achieve specific departmental goals, focusing on delivering a superior Customer Experience.
• Cultivate Customer Relationships: Empower your team to enhance and expand customer engagement.
• Mentor for Excellence: Provide real-time coaching and feedback, ensuring your team's actions align with our high standards.
• Talent Acquisition and Development: Recruit and nurture top talent, building a team that embodies our vision and drives organizational transformation.
• Champion of Change: Lead by example in adopting transformation initiatives and fostering a culture of positive change.
• Operational Excellence: Instill a continuous improvement mindset, enhancing team efficiency and service quality.
• Career Development: Offer team growth and development opportunities, preparing them for future career advancements.
• Cross-functional collaboration: Work seamlessly with internal engineering, planning, and sales partners to ensure comprehensive customer support.

What your background should look like:

EDUCATION/KNOWLEDGE

• Bachelor’s degree in Engineering, Management, or Science. An MBA is highly desirable.

QUALIFICATIONS & EXPERIENCE

• Experience in a contact center environment.
• Previous experience in Continuous Improvement
• Track record of successful change management in Customer Care.
• Leadership experience in large, multi-layered teams.
• 5+ years in multinational Customer Care or Sales operations, with at least three years in a relevant role.
• Effective collaboration across all organizational levels.
• Industry-specific experience is advantageous.
• Exceptional communication skills.

COMPETENCIES/SKILLS:

• Customer-centric and sales-driven mindset.
• Strong business acumen.
• Proficiency in consultative selling.
• Leadership across international teams.
• Servant Leadership approach.
• Results-oriented with multitasking capabilities.
• Agile and adaptable in driving change.
• Excellent communication, persuasion, and interpersonal skills.
• Ability to forge solid cross-functional relationships.
• Influential leadership without direct authority.
• Collaborative and proactive attitude.

KEY PERFORMANCE MEASUREMENTS:

• Strategy, Execution, and Talent (SET).
• Revenue Growth & New Customer Acquisition.
• Customer Effort Score.
• First Contact Resolution.
• Efficiency/Productivity Improvement.
• Employee Engagement.
• Attrition Rates.

MOTIVATIONAL/CULTURAL FIT

• Passion for coaching and team building.
• Proficient in managing and measuring work.
• Self-motivated with a focus on Strategy, Execution, and Talent.
• Committed to Integrity, Accountability, Teamwork, Innovation, Inclusion

Competencies