Job expirat
Manage and lead a team of Support Analysts split between two locations Bucharest and Amsterdam responsible for providing Customer Support to PeopleSoft Enterprise customers. Responsible for ensuring highest level of Customer Satisfaction through Issue prioritization, Resource utilization & scheduling, Time/Zone Shift responsibilities, Employee Management, Escalation Management, Operational Management and Business Planning for assigned organization.
RESPONSIBILITIES:
-Recruit, manage, develop and retain employees
-Adapt and implement employee satisfaction and development programs to drive employee motivation, achievement and satisfaction
-Provide paths for increased product knowledge that keeps analyst’s updated with industry changes
- Make sure utilization of resources is maximized to their fullest potential in order to continue to enhance Oracle’s value to its customers
- Second level escalation contact for customers
- Provide regular and consistent communication to customer on status of their escalation as needed or identified by team lead
- Monitor progress of escalations to ensure that they are resolved in a reasonable and acceptable amount of time
- Provide proactive identification of customers requiring increased focus and determine who supports them Partner with Development organization, Account Executive, and customers to expedite issues and resolve customer escalations
- Evaluate measurement criteria to measure organizational performance, including: customer satisfaction, operating efficiency, product quality, and employee satisfaction
- Implement programs and processes to address issues with measurement criteria
- Develop and maintain strong working relationships within the assigned product line and with other Oracle organizations
- Partner with other Business Managers to identify potential process improvements
- Schedule regular communication with team
- Set and manage budget for team
- Setting business objectives and goals for team on a quarterly basis
- Work with Services organizations to identify and plan for high call volume times
- Work with other Oracle organizations as needed on new product and service introductions, to ensure team readiness
EDUCATION & EXPERIENCE & TECHNICAL KNOWLEDGE:
-BA or BS in a technical field required; BS/MS in Computer Science preferred
-5+ years people management experience preferably in software support environment
-International and/or remote management experience would be a plus
-Customer service or support background desired
- Knowledge CRM products, customers and processes is highly valued
- Prior experience as well as a proven track record in handling escalation issues.
- Excels in mentoring and empowering team members.
- Strong problem solving and decision making skills
- Ability to thoroughly carry out, review, and report on all aspects of the work
- Functional background in ERP Technology and exposure to associated systems and software
- Strong analytical skills and process improvement orientation
- Comprehensive knowledge and understanding of both Field Services and Divisional strategic objectives and goals.
CUSTOMER , INDUSTRY & BUSINESS KNOWLEDGE:
- Excellent track record in providing outstanding and unparalleled customer service
-Ability to handle difficult/delicate situations with diplomacy and tact
-Skill in relationship development and management
- Ability to deal with complex customer service issues
- Works effectively with international managers to provide seamless service to customers
- Strong time management skills
- Excellent organization and prioritization skills
- Strong ability to represents one’s thoughts in a clear, timely, and focused manner for both verbal and written communications
- Ability to tie group’s goals and objectives to the strategic objectives of the product line and company
- Skill in developing, mentoring, and empowering analysts, consultants, team leads
- Strong delegation and expectation management skills
- Ability to provide timely, meaningful, fact-based, and constructive feedback to others
- Ability to create a team environment that sustains a highly motivated group working to achieve common objectives
- Ability to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow.
OTHER INFORMATION:
The job may require flexible working hours.
Please submit your CV in English. Thank you!
CAREERS WITH A GLOBAL DIMENSION
Looking for a career that will let you work with the brightest minds in the industry? Want to be part of a global team that\'s changing the way the world does business? Consider Oracle Corporation. Oracle is home to 50,000 professionals in more than 100 countries.
Oracle Corporation started as a representative office in Romania in 1995, given the increase in the number of Oracle products users and also to the development of complex projects based on Oracle solutions that required local expertise. Oracle was the first big multinational software company, which opened an office in Bucharest.
The reasons for which Romania has been included as business area in the Oracle EU Enlargement Countries organization are the following:
-the fast growth the Romanian IT & C Sector
-the highly prepared specialists
-the steady economic development
In Oracle Romania you would be working pro-actively with customers and partners to exploit and optimise the capabilities of the Internet via e-business and information flow.
Oracle is teamwork orientated, which means it\'s easy here to strike up good friendships in a truly multicultural environment (employees interacting with 28 countries / 20 languages).
We are looking for ambitious professionals who are hungry for career progression and its substantial rewards: individuals who appreciate the advantages of working with people from different cultures with the same dedication to teamwork and excellence. We want candidates who possess drive, initiative, enthusiasm, and who are flexible and good team players.
In return, Oracle Romania will provide you, as a professional, with the opportunities and career progression that will shape you both personally and professionally.
