Company Description
LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
Job Description
As a LinkedIn Talent Solutions Manager, you will be responsible for providing leadership and direction to a team of Talent Solutions Support representatives to ensure their success, while having visibility and collaborative opportunities to all lines of business, both internal to Global Support and our Cross-Functional partners and stakeholders.
You will provide coaching and guidance regarding the quality of client interactions and daily operations while assessing the resources and staff needs for your team. You will also implement strategies and plans for the team while adjusting processes to meet overall company objectives as directed by senior leadership. You will be involved in leading a dynamic team responsible for both proactive and reactive customer interactions, managing team members across multiple geographies, and ensuring the delivery of high-quality support.
There is an opportunity and expectation to be a point of contact for cross-functional partners, and effectively communicate at all levels within different organizations within LinkedIn while reporting directly to the APAC LTS Support Director.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
Responsibilities:
- Inspire, motivate and lead a team of managers, and consultants based in India, Singapore and Australia in achieving SLAs and operational targets.
- As part of the APAC LTS Support leadership team, drive collaboration with the teams across the regions to achieve consistency and contribute to making a global impact
- Lead the team in identifying opportunities in the improvement of processes and policies.
- Lead, engage and advise cross-functional teams on implementing improvements and recognizing innovation opportunities to achieve optimal customer satisfaction results
- Play a critical role in contributing to the LTS strategic vision for our Members, Customers and employee's success.
- Develop and report on key metrics and work with LinkedIn senior management to find additional opportunities to leverage the team to deliver more value while continually lowering costs.
- Manage internal and external escalations from customers, business partners and within the team
- Motivate, inspire and enable employees to deliver value and solutions for any business concerns
- Serve as the leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer
- Conduct quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed
Basic Qualifications:
- 7+ years of experience in customer support
- 5+ years of people management experience
Preferred Qualifications:
- Experience managing B2B customer relationships.
- Experience with customer communication (email, inbound/outbound phone and chat).
- Experience monitoring, driving and coaching to KPI’s
- Experience leading in a queue environment, consistently delivering to workforce management needs
- Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel).
- Excellent communication, follow-up, interpersonal and customer service skills.
- Ability to use creative solutions to drive initiative locally or through partnering with other locations.
- Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders.
- Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
- Ability to work in a fast-paced environment.
Suggested Skills:
- Complex Problem Solvin
- Executive and Stakeholder Management
- Team and Performance Management
- Global Collaboration
