Regional Supervisor, Tesla Support - Dubai
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Key skills for this role
About the Role
Tesla seeks a Regional Supervisor to manage a team of advisors in the Dubai contact center. Responsibilities include leadership, coaching, stakeholder management, and ensuring excellent customer service.
Key Skills for This Role
Responsibilities
- Manage a team of country/region specific advisors
- Align with Tesla Support Regional Associate Manager to support team direction and drive continuous improvements
- Act as Tesla's voice for escalations and complex issues, representing the brand
- Coordinate cross functional stakeholder relationships as point of contact for region's advisors, metrics, and escalations
- Support advisors in handling customer concerns with professionalism and urgency
- Hold regular check ins with team members and provide constructive feedback
- Facilitate knowledge sharing within country team and with other country teams
- Support gathering of requirements for Tesla Support Advisor training
- Manage and track multiple performance metrics
Requirements
- Minimum of 2 3 years of experience leading teams
- Bachelor's or university degree in relevant subject, or equivalent experience
- Strong cross functional and stakeholder communication skills
- Ability to work in a self directed way and take initiative
- Flexible team player able to work in shifts including weekends
- Valid driver's license and acceptable driving record
- Fluent in English
- Technical background in IT, automotive, or engineering preferred
Full Job Posting
What To Expect
- At Tesla, we are building a smarter, connected and automated end to end experience.
- We are looking for world class talent to contribute to this journey.
- As an Operational Support lead, you will work on continuously improving the seamless customer journey.
- You will join the management team of our Tesla Support EMEA contact center.
- Tesla Support is an international and diverse team supporting our mission to accelerate the world's transition to sustainable energy and mobility.
What You'll Do
- Leadership: Manage a team of country/region specific advisors; align with Tesla Support Regional Associate Manager to support team direction and drive continuous improvements.
- Represent: Be part of a customer facing team and represent technical information directly to the customer; be Tesla's voice for escalations and complex issues.
- Flexibility: Deal with frequent ad hoc requests and changes in a timely and professional manner.
- Coordinate & Stakeholder Management: Act as point of contact for region's advisors, metrics and escalations; maintain trust based relationships with key stakeholders.
- Communicate: Support advisors to handle customer concerns with professionalism and urgency; escalate matters requiring senior management concurrence.
- Coaching: Hold regular check ins with team members and provide constructive feedback; focus on managing newest advisors and coaching basics.
- Training: Facilitate knowledge sharing within country team and with other country teams.
- Continuous Improvement: Be aware of team's training needs and support gathering of requirements for advisor training; share best practices across teams.
- Prioritize: Prioritize effectively, handle shifting priorities, and escalate to the right technical level/department in a timely manner.
- Measure & report: Support managing and tracking multiple performance metrics.
What You'll Bring
- Minimum of 2 3 years of experience leading teams; technical background in IT, automotive or engineering preferred.
- Bachelor's or university degree in relevant subject, project management qualification or equivalent experience.
- Strong cross functional and stakeholder communication skills; ability to influence stakeholders from all levels.
- High degree of energy, drive, enthusiasm and professionalism.
- First principal thinker – assess everything and challenge for improvement.
- Ability to work in a self directed way and take initiative.
- Core values revolve around providing amazing service and exceeding customer expectations.
- Flexible team player able to work in shifts including weekends; flexible working hours between 8am 7pm, Monday Saturday.
- Eager to learn with creative and out of the box problem solving attitude.
- Thrive in a fast moving environment; prioritize effectively and manage multiple work streams.
- Excellent problem solving skills; ability to interpret data and identify improvements.
- Able to quickly grasp situation and evaluate level of support needed.
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