Supervisor Service Support

Supervisor – Customer Support

Join a high-performance culture that drives innovation and excellence at Vertiv. We don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

The Supervisor – Customer Support is responsible for overseeing daily operations, ensuring queue coverage across multiple shifts, maintaining service levels, and driving process improvements. This role ensures that team members are properly supported, tasks are completed on time, and customer satisfaction is achieved through efficient service delivery.

Responsibilities and Measurement Criteria with Time Investment Needed on Each:

A. Team Operations & Management

Goal: To ensure smooth day-to-day operations and consistent service coverage.

• Manage daily shift coverage to meet minimum staffing requirements.
• Conduct daily queue monitoring to ensure workloads.
• Validate team attendance and ensure proper notification for any absences (at least 2 hours before shift starts).
• Coordinate coverage during supervisor's planned leave of absence by delegating responsibilities to senior team members.

Deliverables:

• Statistics Group DNIS Daily
• Weekly Staffing Rotation every quarter

B. Service Delivery and Quality

Goal: To maintain high-quality service delivery across all market units.

• Ensure that service level agreements (SLAs) for each market unit are met.
• Handle escalations promptly and coordinate with relevant stakeholders for resolution.
• Conduct weekly quality checks on completed tasks and provide feedback to team members.
• Work closely with other functions to align and standardize processes.

Deliverables:

• CRC and Life KPI Achievement Report
• Monthly Stakeholder's meeting
• CRC Weekly Meeting and Huddle

C. Project Management & Process Improvement

Goal: Support key projects and continuous improvement initiatives.

• Lead or assist in User Acceptance Testing (UAT) activities for new systems (e.g., Genesys Cloud).
• Identify gaps in current processes and propose corrective action plans.

Deliverables:

• Monthly process improvement report with identified gaps and recommendations via Team Grace Excel File
• Monthly Stakeholder's meeting

D. Training & Development

Goal: Build team capability and readiness through training and coaching.

• Conduct quarterly refresher training sessions for all team members.
• Oversee onboarding for new hires.
• Ensure all team members complete mandatory online trainings and workshops.
• Identify leadership potential within the team and create development plans.

Deliverables:

• Individual Development Plan (IDP) updates for identified future leaders every quarter.
• Monthly Team Performance Summary
• Monthly Answered Rate Report

E. Reporting & Analytics

Goal: Provide visibility into team performance and operational health.

• Prepare weekly and monthly reports covering:
  • a. Queue performance and SLA compliance
  • b. QA Monitoring Reports (Inbound, Data and Email)
• Submit reports to manager to review and strategy alignment.
• Success Metrics / Key Performance Indicators (KPIs).

Human Resources:

• Ensure that individuals within your team have the required skills and experience to meet their budget and objectives.
• Develop and agree the personal objectives of key staff within the team to achieve their section's budget and targets.
• Ensure annual appraisals are undertaken in a timely fashion.
• Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in, all relevant client-related activities.
• To ensure absenteeism is minimized.

Deliverables:

• Daily queue board review
• Quarterly review via Oracle

Qualifications:

• 4-8 years of experience in a supervisory or leadership role.
• Experience in hiring, performance management, and budgeting is a plus.
• Strong leadership and interpersonal skills with the ability to motivate teams.
• Excellent problem-solving abilities with a proactive approach.
• Knowledge of industry best practices, company policies, and operational procedures.
• Ability to manage performance appraisals, budgets, and workforce planning.
• Strong communication skills, both verbal and written.
• Ability to handle multiple priorities in a fast-paced environment.
• Ideally educated to degree level.
• Strong focus on customer satisfaction and long-term customer relation building.
• Excellent organizational and time management skills.
• Excellent written and verbal communications.
• The ability to successfully interface with various departments and personnel in potentially stressful situations.
• Proven Team Leader with ability to inspire top performance.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

Our Behaviors:

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example