Objectives and Responsibilities of the Head of Support
Leadership/Supervisory Role:
The first and most prominent role of the Head of Customer Support is to provide leadership and direction to the entire customer support department. He establishes and oversees the adoption of the support department’s vision, goals and objectives at all levels.
Strategy:
The Head of Customer Support plays the lead role in strategy formulation for the customer support department. He also oversees and determines key strategic direction and objectives of customer support department. He orchestrates the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team.
Analytics:
The Head of Customer Support also conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes, which leads to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.
Relationships:
The Head of Customer Support is also in charge of managing both internal and external relationships on behalf of the customer support department.
Required Qualifications of the Head of Customer Support
Education:
Must have a master’s degree in Business Administration, Project Management, Information Systems, Information Technology, or any other related field. The equivalent in working experience is also acceptable.
Experience:
A candidate for this position must have had over 7 years of working experience, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment.
Communication Skills:
Communication skills are one of the most important assets for a Head of any department. The efficiency of the entire customer support department is dependent on the clarity of communication relayed on junior customer support personnel by the Head of Customer Support. More importantly, the Head of Customer Support will need exceptional communication skills in order to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies.
MS Office/Platforms:
The Head of Customer Support must demonstrate proficiency in MS Word and PowerPoint, which will be useful in the creation of visually and verbally engaging reports and presentations and conveyance of detailed customer support information.
Technological Savvy/Analytical Skills:
The Head of Customer Support must also have technological acumen, which is necessary today if the business is to gain a wider consumer reach. This is because most consumers have integrated technological communication channels and appliances in their day-to-day lives and the business must follow suit if they are to maintain regular and effective contact with their consumers. The candidate will also possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies.
Interpersonal Skills:
The Head of Customer Support must have an ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively under pressure and deliver results.
Leadership/People Skills:
A suitable candidate will possess outstanding leadership skills. He will portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions. He will also be an approachable and relatable individual, making it easy for junior personnel to follow in his direction.
Skills
Job Details
trovicor provides the tools for law enforcement, public safety and government intelligence communities in the fight against drug trafficking, cyber money laundering, human trafficking, terrorism and other criminal activities conducted over today’s telecommunications network, the internet and social networks.
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