Adv Customer Service Support Manager - Q1 FY21
Preferred Qualifications
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
The Manager translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan while routinely coaching first line managers to maximize performance. You will be expected to carefully prepare and communicate employee performance appraisals on a regular basis, while jointly implementing and employee development plan for each team member. Of the more day-to-day activities, you will be ensuring the proper utilization for resources and providing justification for additional resource requests-- while maintaining a budget for each individual project. A successful Manager is expected to be totally committed to the delivery of outstanding support and service to customers.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
The Manager translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan while routinely coaching first line managers to maximize performance. You will be expected to carefully prepare and communicate employee performance appraisals on a regular basis, while jointly implementing and employee development plan for each team member. Of the more day-to-day activities, you will be ensuring the proper utilization for resources and providing justification for additional resource requests-- while maintaining a budget for each individual project. A successful Manager is expected to be totally committed to the delivery of outstanding support and service to customers.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.
Job:Support
Location:PH-Philippines
Job Type:Regular Employee Hire
Organization:Oracle
