Global Welcome Center Kanata Team Lead

**Come create the technology that helps the world act together**

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

**The team you'll be part of**

**Mobile Networks**

Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN).

**What you will learn and contribute to**

Global Welcome Centers (GWCs) provides 24x7x365 availability for Care services: Software Support, Hardware Services, and Field Services. There are 4 regionally based GWC delivery teams in Canada, China, India and Poland.
- Register and entitle customer service requests
- Route customer service requests efficiently to the proper global support organizations
- Coordinate delivery activities with appropriate global support organizations, as needed
- Monitor compliance with customer’s Service Level Agreements (SLAs)

The GWC Team Lead is a supervisor in the GWC “Front Office” and is responsible for supervising a team of Welcome Center Agents who are performing the functions listed above to ensure that service goals are achieved.

**RESPONSIBILITIES**:
As part of our team, you will:

- Supervising and assisting GWC FO agents:
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 (Processes, tools, Business Continuity Plans (BCPs), data, measurement tools)
- Manages communications with Care partners in other orgs for change management, escalations, and continuous improvements
- Directly observe daily operations to identify, address or escalates potential issues in Quality, Operations or EH&S issues

**Your skills and experience**
- Fluency in English; second language may be required depending on local requirements
- 3-5 years directly related experience or a graduate equivalent degree.
- 4 years customer service experience in call center environment
- Supervisory or team management experience, leadership skill
- Advanced communication skills
- Demonstrates initiative & problem-solving skills
- Ability to work independent and as part of the team
- Demonstrates adaptability to changing business environments
- Ability to take decisions and influence others

**What we offer**

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

**Nokia is committed to inclusion and is an equal opportunity employer**

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
- LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia’s employment decision