Job DescriptionThe Senior Supervisor, Global Customer Support Services is responsible for executing global contact center initiatives that improve operational efficiency, service delivery, workforce coordination, telecom readiness, reporting visibility, and consistency across supported regions, languages, channels, and support partners.
This role partners with the project management team, which owns the overall project framework, timelines, and governance. The Senior Supervisor supports execution from the GCSS operations perspective by validating contact center impacts, coordinating operational readiness, tracking support-side deliverables, escalating risks, and helping ensure changes can be implemented effectively by frontline and regional support teams.
The ideal candidate has strong contact center management experience, practical knowledge of telecom and routing processes, workforce planning concepts, global center coordination, queue and service level performance, operational reporting, and data-driven problem solving. This role is focused on operational execution and efficiency improvement. Customer experience strategy and knowledge management ownership remain with their respective teams, with this role providing operational input and implementation support when needed.
Key Responsibilities: - Execute GCSS operational workstreams for assigned initiatives that impact contact center operations, staffing readiness, telecom, channel support, reporting, quality alignment, escalations, tools, workflows, or service delivery.
- Partner with the project management team to support milestone execution, issue tracking, risk identification, action follow-up, operational readiness, and implementation support.
- Validate contact center impacts for proposed changes, including phone, chat, email, social, self-service, escalation workflows, agent workflows, routing, queues, staffing coverage, reporting, and service level performance.
- Coordinate with regional support teams and support partners to confirm operational readiness, gather frontline feedback, identify practical implementation risks, and support adoption of approved changes.
- Support global center coordination across multiple regions and languages by helping align operational processes, launch timing, staffing considerations, reporting expectations, and support execution requirements.
- Work with telecom, IT, operations, and vendor teams on contact center related activities such as phone routing, IVR readiness, queue setup, channel coverage, call flow changes, system access, and incident follow-up.
- Review operational data and reporting to identify trends, service risks, backlog concerns, staffing gaps, queue performance issues, and opportunities to improve efficiency.
- Support workforce-related coordination by reviewing volume patterns, staffing coverage, schedule adherence considerations, capacity impacts, and regional coverage needs with the appropriate operations or vendor teams.
- Help improve operational efficiency by identifying process friction, unnecessary handoffs, repeat contacts, rework, reporting gaps, and execution barriers affecting the global contact center environment.
- Coordinate operational testing, UAT participation, launch readiness checks, training readiness confirmation, communication support, and post-launch issue follow-up for initiatives affecting contact center operations.
- Partner with Customer Experience and Knowledge Management teams when initiatives require their input, while keeping primary focus on operational execution, readiness, and contact center efficiency.
- Prepare concise operational updates for leadership and stakeholders, including status, risks, open actions, support impacts, data insights, and recommended next steps.
- Ensure operational changes consider customer data handling, privacy, compliance, regional requirements, support policies, and documented procedures.
Qualifications- Bachelor's degree or equivalent experience preferred.
- 6+ years of experience in customer support, contact center operations, global support coordination, workforce support, telecom support, process improvement, operational execution, or related customer service leadership roles.
- Strong understanding of contact center operations, including voice, chat, email, social, self-service, escalations, queues, routing, service levels, backlog, quality, staffing, reporting, and support policies.
- Experience supporting or supervising contact center operations across multiple regions, vendors, languages, or support channels.
- Working knowledge of telecom and contact center concepts such as IVR, call routing, queue configuration, channel coverage, service level performance, average speed of answer, abandonment rate, and call flow changes.
- General understanding of workforce management concepts such as forecasting, scheduling, intraday adjustments, occupancy, shrinkage, adherence, staffing coverage, and capacity planning.
- Ability to use operational data, dashboards, and reporting to identify trends, summarize findings, validate impacts, and recommend practical improvements.
- Experience contributing to operational readiness, UAT, process rollout, regional coordination, tool changes, system access, and post-launch issue follow-up.
- Strong communication and follow-through skills with the ability to coordinate across project managers, regional teams, support partners, IT, telecom, workforce, reporting, quality, and leadership.
- Working knowledge of CRM, contact center, reporting, ticketing, and collaboration platforms such as Oracle Service Cloud, Genesys, JIRA, ServiceNow, Power BI, Smartsheet, SharePoint, Microsoft Office, or similar tools.
Preferred Experience: - Experience in consumer electronics, technology support, warranty support, product support, or global customer service operations.
- Experience supporting multi-region or multilingual contact center operations.
- Experience coordinating operational workstreams within larger projects managed by a formal project management team.
- Experience with telecom changes, queue management, routing updates, channel transition planning, operational dashboards, or contact center reporting.
- Experience working with BPO or support partners in an operations, readiness, reporting, workforce, telecom, or implementation support capacity.
- Experience reviewing metrics such as SLA, ASA, abandonment rate, AHT, FCR, CSAT, backlog aging, contact volume, productivity, adherence, and forecast or staffing variance.
- Familiarity with AI-enabled support tools such as agent assist, chatbots, translation tools, quality automation, speech/text analytics, auto-summarization, or reporting automation is a plus.
Key Success Measures:- Operational readiness actions are completed before launch.
- Contact center impacts are identified, documented, and addressed prior to implementation.
- Regional teams and support partners are aligned on operational changes and execution requirements.
- Telecom, routing, queue, access, reporting, and support-side dependencies are tracked and resolved.
- Operational risks, staffing impacts, and service delivery concerns are escalated early.
- Post-launch issues are reviewed, documented, and followed through to closure.
- Implemented changes improve operational consistency, efficiency, reporting visibility, and contact center execution.
Compensation & Benefits Details- An employee's pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
- The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
- If your position is non-exempt, you are eligible for overtime pay pursuant to company policy and applicable laws. You may also be eligible for shift differential pay, depending on the shift to which you are assigned.
- You will be eligible to be considered for bonuses under either WD's Short Term Incentive Plan ("STI Plan") or the Sales Incentive Plan ("SIP") which provides incentive awards based on Company and individual performance, depending on your role and your performance. You may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to WD's Standard Terms and Conditions for Restricted Stock Unit Awards.
- We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program; employee stock purchase plan; and the WD Savings 401(k) Plan.
- Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
