Supervisor, Customer Experience, North America

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you'll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

About the Role

As the Supervisor, North America Customer Service, you will play a critical role in Harman's Lifestyle Division. You will support the division's success by ensuring that consumers are highly satisfied with their service experience. You will oversee all operational aspects of our contact handling infrastructure including our offshore contact center and a team of onshore Product Specialists. As the team leader you will also work to simultaneously improve customer satisfaction and cost-effective delivery.

About Your Team

You will be supervising two Product Specialists and providing oversight and direction to 3rd party service providers.

What You Will Do

• Oversee and ensure successful execution of daily customer service practices including Tiers 1 & 2 contact center as well as escalations to Tiers 3 & 4.
• Monitor contact statistics and meet KPIs / SLAs. Forecast contact volumes, work with management to plan and staff accordingly. Provide monthly reports on metrics.
• Oversee fraud review, RA and other customer service processes to ensure timely completion.
• Work with CS Operations, Product Specialists and Trainers to develop Tier 1 & 2 SOPs and training programs.
• Provide work direction, oversight, mentoring and guidance to Product Specialists.
• Identify opportunities for process improvement. Work with management to prioritize, plan and execute the most impactful improvements.

What You Need to Be Successful

Bonus Points If You Have

What Makes You Eligible

What We Offer

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.