Head of Support

A leading company in the Sharon area is seeking a Head of Support Division

Job Description:

Management of the customer support division for the company's private customers, including 4 major support centers + 2 smaller ones, with approximately 600 employees and managers.

Professional management of 4 support site managers and 4 external vendors nationwide.

Full responsibility for achieving the support division’s targets.

Full responsibility for the customer journey and customer satisfaction.

Characterization, planning, management, and monitoring of work plans.

Managing interfaces with the Customer Premises Division (technicians), IT systems, products, infrastructure, and engineering (developing a common language and productive collaboration).

Requirements:

• Relevant Bachelor's degree – mandatory
• Proven managerial experience of a complex business unit – mandatory
• Experience in managing and operating specialized companies and vendors – mandatory
• Experience in managing managers – mandatory
• Familiarity with the call center environment – mandatory
• Master’s degree – significant advantage

Additional Requirements:

• Proven ability to manage and motivate people and lead complex processes
• Initiative and ability to drive and lead processes and changes toward set goals
• Ability to analyze and monitor data and operational processes
• Strong personal presence, confidence, and sound decision-making skills
• Broad organizational vision and integration capabilities
• Ability to work under pressure and multitasking environments
• Technical orientation and knowledge in the communications industry
• Capability to manage multiple objectives simultaneously while striving for excellence
• Strong stakeholder management and collaboration skills
• Responsibility for the division’s budget management
• Ability to deliver constructive feedback, especially technical, to relevant interfaces
• High emotional resilience and full commitment to operations running 24/7.