**Requisition ID:** 208450
**Work Area:** Customer Service and Support
**Expected Travel:** 0 - 10%
**Career Status:** Professional
**Employment Type:** Regular Full Time
**Career Level:** T3
**Recruiter Name:** Meghan Butterfield
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.
**Manage the Government** **Support Operations team** **members in the monitoring of support case life cycles, ACD use and integrity, case quality auditing, and operational reporting. This position will report to the Senior Manager of Client Support for Government clients.**
+ Hire, train and develop a strong support operations staff to ensure high-level performance in maintenance and operations within client support organization
+ Collaborate with Support Managers to in the development of audit processes and case quality improvement measures.
+ Develop and deliver reporting for Management on case handling, SLA, workload, phone metrics, etc.
+ Direct the team's workflow and engagements to ensure a high level of client satisfaction with Support.
+ Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays based on customer contract).
+ Operate as and work with point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
+ Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations.
+ Establish a report set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
+ Coordinate with the Client Support Senior Manager on monthly SLA reporting
+ Serve as point of contact with telephony vendor to ensure proper operations of system and delivery of updates
+ Work with the Client Support Senior Manageron process documentation, process development and career path development for support staff.
+ Be aware of and comply with all corporate policies **Typical Tasks:**
+ Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and recommend supplemental training.
+ Delivery of daily metrics for the purpose of measuring case to call ratios and analyst performance.
+ Responsible for attending service interruption meetings and posting notifications to Management where operations are impacted.
+ Manage delivery of case quality data for the purpose of evaluating the way the cases were handled.
+ Edit/review documentation (including training, process, and customer documentation).
+ Personnel administration including conducting interviews, performance reviews, coaching, discipline, training, terminations, etc.
+ Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.
+ Attend regularly scheduled calls with clients and internal organizations to monitor metrics and build relationships with other members of support and Concur.
+ Be on call to manage emergency escalations when necessary.
+ Work scheduled after hours' rotation and when necessary, after hours' escalations. **Position Requirements** **Education, Experience & Training required:**
+ Bachelor degree in a technical field or equivalent experience
+ Two or more years' experience in managing or leading a team of 5 or more individual contributors.
+ Four or more years' experience in technical or service support interfacing with customers
+ Two years' experience as a point of escalation to resolve complex cases and determining resources required to resolve.
+ Knowledge of the ConcurGov product in a user and support capacity.
+ Ability to pass a background check
+ CRM experience **Job Specific Specialized Knowledge & Skills:**
+ Excellent written and verbal communication skills, including persuasion and documentation skills
+ Ability to plan and to prioritize
+ PC Local Area Network Knowledge required
+ Internet experience required
**SAP'S DIVERSITY COMMITMENT**
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
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