Job Description

The SalesHelp support manager is the first line of management for all assigned Support Agents. He/she is responsible for recruiting, coordinating, evaluating and managing Support Agents in achieving the regional set of yearly objectives in their assigned tasks.

Provides leadership and has in place a career path and professional development plan for all Support Agents. Supports, coaches and mentors individuals in achieving their professional goals.

Acts as a point of escalation between internal customers and Oracle. Identifies, maintains, and deploys an internal network of people who can support achievement of plans.

Career Level - M1

Responsibilities

1. Monitors and reviews individual and team’s performance in terms of KPI achievement, reinforcing internal processes and procedures in order to ensure high quality standards are met and set.

2. Evaluates the team members’ performance and makes the appropriate recommendations according to the departmental appraisal standards; Is proactive, contributes with ideas in order to improve the team activities and performance.

Supports, coaches and mentors individuals in achieving their professional goals.

3. Contributes to the professional development of the team members, involving them in the necessary activities, trainings and offering the specific support.

4. Identifies business growth opportunities and develops sales strategies in order to reach the yearly objectives.

5. Is responsible for achieving goals for E2E support in the assigned sales organization.

6. Identifies, maintains and deploys an internal network of people who can support achievement of plans.

7. Acts as first escalation level and solves as quickly as possible, difficult service issues escalated from staff by following company policy.

8. Communicates the Company’s goals & objectives into manageable tasks for the team and ensures full understanding among team members.

9.Organizes and distributes people at the work places, allocates other resources (e.g. computers, software, desktops, headsets, etc.).

10. Is responsible to ensure the quality standards at the team level are met.

11. Builds & maintains long-term relationships with internal and external customers.

12. Creates and implements tactics and various sales strategies for his/her team(s) in alignment with departmental goals.

13. Assesses and develops sales mindset of each Support Renewal Sales Representative.

14. Makes first line selections in the recruiting process.

Participates in the hiring and orientation at work processes.

15. Ensure the team members are highly qualified, motivated and efficiently communicate with the other teams.

16. Fulfills any additional work related tasks as instructed by the direct manager, according to the role activity and agreed timelines in the department.

Exp

• 8+ years of experience in sales support/customer support and customer relationship, preferably in IT Hardware & Software.

Proven experience in supervising or coordinating teams or project coordination.

Abilities and Qualification

1. Should possess in depth knowledge in CRM/ BI Reporting & Sales Forecasting processes.

2. Fluency in English is a must;

3. Excellent written and verbal communication skills;

4. Excellent computer skills (e.g. MS Word, Excel, Adobe, PowerPoint, and Oracle Applications);

5. Strong organizational skills in managing & coordinating activities through others.

6. Analytical, detail oriented & good problem solving skills

7. Results oriented, being able to deliver excellent results even under tight deadlines

8. Good sales & negotiation skills.

9. Effective people management skills – Coaching, mentoring & motivating.

10. Adaptive to change in a dynamic environment and able to drive & lead change within a team.

11. Ability to multi-task, including juggling and prioritizing numerous projects at the same time, often under strict time constraints;

12. Ability to work under pressure

13. This is a Night shift role (Willing to work in 24/7)

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer