Nokia Care Contact Specialist 

India 

130210610

• Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.• Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.• Provides training to less experienced personnel.• Manages day-to-day operational performance, workload and efficiency of the team.• Ensures that optimised resources based on business demand are continuously available: people, tools, working material and lab.• Ensures the skills of the entire team are identified and tracked. Is responsible for the teams’ readiness while developing competencies with appropriate trainings.• Ensures Care processes adherence and track the team KPIs for continuous improvement.• Manages customer satisfaction surveys issues and other external / internal feedback in the right manner.• Ensures quality of service delivered by the team through monitoring quality performance and defining efficient corrective and preventive actions.• Complies with the requirements as per the process roles.• Supports Care customer interfaces by providing right competences (EG for Global Welcomes Centres (GWC) processes, tools, quality systems), whenever required.• Prepares training plans for groups and for individuals and lead trainings according to training plan.• Is responsible for career development of the team members.• Facilitates and promotes collaboration and knowledge sharing.• Is responsible for or contribute towards (based on Mode of Operations) successful delivery of Care Phase (EGprocesses, tools, Business Continuity Plans (BCPs), data, measurement tools).• Manages communications with Care partners in other orgs for change management, escalations and continuous improvements.• Typically requires more than 3 years extensive relevant experience in leading customer support teams.

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindsetEstablished skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark