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Posted: Wednesday, December 27, 2017 2:07 PM


Requisition ID:
Work Area: Customer Service and Support
Expected Travel: 0 : 10
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Concur, an SAP company, takes companies of all sizes beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. For more than 20 years, ourglobal expertise and industry:leading innovation has kept customers a step ahead with time:saving tools, leading:edge technology and connected data.
We drive innovation forward until it becomes the new normal, but we'll never accept business as usual if there's an opportunity for business to be better. Want to be a part of something amazing? Check us out at:
concur/careers
ROLE DESCRIPTION:
The primary function of the Customer Support Senior Specialist is to effectively train, develop and lead a team of Customer Support Assistants and Associates to the highest levels of performance. The Team Leader will provide direction to the group while performing all essential job duties and responsibilities
EXPECTATIONS and TASKS:
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Takes responsibility for all essential duties and responsibilities as outlined in the assistants and associates team job descriptions. Primarily responsible for the people leadership of the team. Mentors, trains, and provides for the professional development of team members through the performance management process and informal coaching techniques.
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Interviews candidates and assists with hiring decisions
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Responsible for Tier 1 helpdesk coverage and staffing, contributing to established team service levels.
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Contribute to Customer Support Improvement and Excellence program by communicating observed gaps in team knowledge.
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Assist with completion of established MOMs and SR Audit goals. Use information from quality monitoring to provide feedback to team members.
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Conduct consistent bi:weekly meetings with all Tier 1 agents to discuss performance and standings within their objectives.
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Track and maintain compliance with established metrics for Tier 1.
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Complete established daily, weekly, and monthly statistics.
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Represents the management of Ariba in a positive and professional manner.
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Develops strong working relationships with cross:functional teams across Ariba and provides general assistance to other teams within Global Customer Support.
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Conducts all customer interactions in a manner that presents Ariba in a positive light.
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Team Leaders are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Ariba.
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Ensures that individual performance meets or exceeds department standards.
WORK EXPERIENCE:
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Minimum of 4 years of related experience
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Superior experience working with software applications
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A business understanding of sourcing and/or procurement
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Proven ability to successfully engage Ariba internal teams
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Demonstrated experience managing projects and executing against defined timelines
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History of consistently meeting or exceeding established individual performance objectives
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Bachelor's Degree Preferred
SAPS DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire

Source: https://www.tiptopjob.com/jobs/75902369_job.asp?source=backpage


• Location: Minneapolis / St. paul

• Post ID: 28175522 minneapolis
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