Xerox MS Inquiry Supervisor in Guatemala, Guatemala
Role, Purpose, and Scope
The Inquiry Supervisor will manage a team of Inquiry Associates (lower span than an FLM) within the Services Billing Center of Excellence to achieve business objectives while maintaining an environment with focus on customer satisfaction and professional customer support.
Supervisor will provide guidance to the team in real time operational performance, ensuring service level targets are achieved as set by the business. They will also be responsible to report performance of related business units to the management team and manage information flow to ensure service level objectives are being achieved.
Lead a team by creating and maintaining an environment with intense focus on delivering timely and accurate resolution of inquiry activity.
Create a culture that focuses on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives.
Drive improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.
Coach, provide direction and enforce policies/standards to help the team achieve departmental goals and objectives.
Expert communication, negotiation, customer service, and problem solving skills working with the internal and external customers to drive customer satisfaction with accurate inquiry resolution leading to a payable invoice.
HR responsibilities of managing a team of people, providing developmental and performance support and feedback, and successfully navigating conflict resolution in accordance with HR guidelines and policies.
Background, skills, experience and qualifications
(please denote whether desired or preferred)
Fluent in English, both written & verbal.
Degree from an accredited university or equivalent work experience.
Previous supervisor experience in an operational environment.
Services Billing Experience
Proficient with Microsoft Office Outlook, Word, and PowerPoint.
Intermediate to Advanced Microsoft Excel skills
Highly skilled at internal & external customer communications (via email or verbal)
Able to read and interpret complex documents, including complex, customized contracts, pricing, and presentment requirements, and coach employees to effectively write routine correspondence with internal/external customers.
Demonstrated problem solving skills.
Demonstrated strong quantitative, analytical, and controllership skills.
Effective at managing multiple priorities.
Strong facilitation & change management skills.
Team & action oriented self-starter.
High sense of urgency & strong work ethic
Demonstrated leadership attributes; customer driven approach, cross functional teamwork, decision making, strategic implementation & management of operational performance.
- Ability to travel to US; valid passport
Team coverage hours are 7am-6pm US Central Time. Ability to work within those hours required.
Ability to work overtime on evenings and Saturdays as needed.
Ability to work US and Local company holidays as business needs dictate.
Organization: Human Resources Europe-X000000137
Title: MS Inquiry Supervisor
Location: Guatemala-Guatemala-Guatemala City
Requisition ID: 17000650