Supervisor

Supervisor, North America Customer Experience

As the Supervisor, North America Customer Service, you will play a critical role in Harman's Lifestyle Division. You will support the division's success by ensuring that consumers are highly satisfied with their service experience. You will oversee all operational aspects of our contact handling infrastructure including our offshore contact center and a team of onshore Product Specialists. As the team leader you will also work to simultaneously improve customer satisfaction and cost-effective delivery.

You will be supervising two Product Specialists and providing oversight and direction to 3rd party service providers.

What You Will Do

• Oversee and ensure successful execution of daily customer service practices including Tiers 1 & 2 contact center as well as escalations to Tiers 3 & 4.
• Monitor contact statistics and meet KPIs / SLAs. Forecast contact volumes, work with management to plan and staff accordingly. Provide monthly reports on metrics.
• Oversee fraud review, RA and other customer service processes to ensure timely completion.
• Work with CS Operations, Product Specialists and Trainers to develop Tier 1 & 2 SOPs and training programs.
• Provide work direction, oversight, mentoring and guidance to Product Specialists.
• Identify opportunities for process improvement. Work with management to prioritize, plan and execute the most impactful improvements.

What You Need To Be Successful

Bonus Points If You Have

What Makes You Eligible

What We Offer

Pay Transparency

$82,500 - $121,000

Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission. Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled.

Benefits

HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and care giver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more.

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN : Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we've been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected. Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today's most sought-after performers, while our digital transformation solutions serve humanity by addressing the world's ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you're ready to innovate and do work that makes a lasting impact, join our talent community today!

Important Notice : Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com' email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn / email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in '@harman.com' about a job with HARMAN, please cease communication immediately and report the incident to us through : harmancareers@harman.com.

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.