Job Description
Company DescriptionAt Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole.We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, and WD_BLACK™.From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.Together, we can build the future of data storage.Job DescriptionThe Customer Service Supervisor maintains a high bar for service quality and customer satisfaction across our global contact centers and service centers. This role helps define and execute the Global Customer Support strategy across all countries and languages Western Digital supports. Has a strong focus on using AI, analytics, and automation to scale quality, knowledge, and efficiency. You will own service level management, escalations and quality programs for internal teams and third-party vendors, foster continuous education, and partner across functions to deliver world-class customer support.ESSENTIAL DUTIES AND RESPONSIBILITIES• Day-to-day operations: Assist in managing daily call center operations and workforce planning across multiple regions and 10+ languages, ensuring consistent SLAs and a seamless omnichannel experience (voice, chat, email, social, self-service). Training and enablement: Maintain, design, and deliver training for GCSS agents, including new hire, customer service, social media. Global vendor management: Partner with third-party vendors to meet KPIs related to quality, customer satisfaction, and efficiency Facilitate new social support programs and product introductions, ensuring teams and bots are trained and ready before launch. Quality and compliance: Conduct quality audits across channels and regions. Ensure adherence to best practices, privacy and data handling standards, and regional regulations. Support direct customer engagement for internal and external escalations, driving timely, empathetic, and complete resolutions. Travel: Up to 5%, including international travel as neededAI Integration/ Responsibilites• AI strategy in support: Help define and operationalize the AI roadmap for customer support, including virtual agents, agent assist/copilots, knowledge retrieval, and intelligent routing. Virtual agent excellence: improve intent recognition, containment rate, and handoff quality. Quality automation: Leverage speech and text analytics, auto-QA, and sentiment analysis to increase coverage and consistency of evaluations; coach teams using data-driven insights. Forecasting and WFM: Use machine learning-driven forecasting, capacity models, and real-time analytics to optimize staffing and service levels. Run A/B tests on scripts, flows, deflection experiences, and knowledge content; track impact on CSAT, FCR, AHT, and cost-to-serve. Data stewardship: Partner with Security, Legal, and Privacy to uphold data protection, PII handling, and responsible AI principles Use translation, transcription, and multilingual NLU capabilities to deliver consistent support quality across languages.QualificationsREQUIRED• Bachelor’s degree or equivalent experience, with progressive experience managing customer service operations in fast-paced, multilingual environments. Proven track record running training and/or quality programs across internal teams and outsourced vendors. Organizational excellence: adept at prioritizing multiple projects, coordinating across functions, and driving outcomes under deadlines. Working knowledge of CRM and CCaaS platforms, online support tools, and MS Office/Office 365. Practical familiarity with AI in support, such as: Conversational AI (chatbots/voicebots), speech-to-text, sentiment analysis, auto-summarization - Quality analytics and auto-scoring, interaction analytics, work-intent classification - A/B testing, dashboarding, and KPI instrumentationPREFERRED• Hands-on with one or more of the following (or similar): Salesforce/Zendesk BI tools (Power BI, Tableau). Building multilingual support programs and AI-enabled localization workflows. Exposure to Responsible AI practices, data privacy (e.g., Customer outcomes: CSAT, NPS, effort score, complaint rate, FCR. Quality: QA scores, auto-QA coverage and agreement rate, policy