JOB SUMMARY

The Support Center Team Supervisor position provides daily leadership to a team of Systems Administrators providing remote technical support to external clients/customers.  The Support Center Team Supervisor leads through being visible and available to the front line technical team to answer questions and assist them in challenging situations. They also provide performance feedback, encouragement, and personal development of the team.  The Support Center Team Supervisor interprets data analysis to achieve business goals, including statistics and trends for team performance.

In these efforts, the Support Center Team Supervisor is aiming to improve Locknet's overall customer satisfaction to be recognized as World Class in all facets of the technical operations. As the technical relationship manager, the Support Center Team Supervisor handles all matters related to the delivery of services to the client in supporting the Account Executive and Technical Account Manager in the overall client relationship.

PRIMARY RESPONSIBILITIES

• Provides day-to-day management of the Support Center Team to include:

• Overseeing customer issues and ensure effective and long-term resolution
• Providing opportunities and guidance that enable collaboration and transfer of knowledge amongst the team and Support Center
• Using coaching methods that provide an environment that is supportive and provides constructive feedback on performance
• Setting clear objectives, evaluate progress and install high performance culture on teamwork, service excellence, and ownership for resolving customer issues

• Develops and implements procedures and policies pertinent to the effective and efficient operation of the Support Center
• Builds a culture where team members are aware and help manage inbound calls, calls waiting, and abandoned calls
• Monitors ticket queues: assigns tickets, alerts, and monitors phone queues
• Conducts team meetings to review: client news, department changes, question and answer sessions, recognition/reward, and project/assignments
• Performs bi-weekly one-on-one sessions with team members that includes:

• Assessing technical skill, level of service, and knowledge against the metrics to each role providing development opportunities
• Sharing ticket monitoring feedback
• Reviewing attendance and performance metrics
• Discussing and prepare career development including progression plans
• Scheduling training and development opportunities for team members

• Prepares and shares monthly team performance report with direct leaders including:

• Staffing levels and employee strengths and opportunities
• Coordinate new hire and developmental training plans
• Discuss hardware/software performance needs
• Team performance against goals and metrics
• Provide feedback regarding service failures or customer concerns

• Assists in recruiting new employees

• Interviews and recommends potential new employees
• Leads the onboarding and training of new employees
• Assesses team capabilities and potential needs
• Evaluates near and long-term staffing

• Works with Technical Account Managers and advocates to ensure the appropriate products and services subscribed by clients
• Primary technical resource for the onboarding of clients that includes documenting all information and coordinating technical resources in conjunction with the Project Manager
• Works to rectify all issues experienced by end user clients
• Develops strategies for obtaining both strategic and tactical feedback from clients
• Looks for continuous improvement opportunities, addresses client concerns, discusses plans for future projects, and drives client satisfaction
• The Support Center Team Supervisor acts as a liaison between the Support Center, System Engineering, Security Engineering, Network Engineering, Platform trams, and Sales teams
• Performs other duties as assigned

Qualifications

MINIMUM REQUIRED EDUCATION & EXPERIENCE

• College degree in information services, business supervisory management or related field
• 4 years of customer service experience

PREFERRED EDUCATION & EXPERIENCE

• Supervisory experience
• Call center environment experience

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Outstanding customer service orientation
• Experience or demonstrated ability to explain, troubleshoot and resolve basic technical device and issues
• Experience with Windows based PC’s and servers including general office software knowledge required
• Must demonstrate excellent written and verbal communication skills
• Good understanding of the organization’s goals and objectives
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed, with keen attention to detail
• Proven analytical and problem-solving abilities
• Able to effectively prioritize tasks in a high-pressure environment
• Experience working in a team-oriented and collaborative environment
• Strong interpersonal, written, and oral communication skills
• Maintain a positive attitude that increases morale in the workplace

TRAVEL REQUIREMENTS

• This position requires driving occasionally
• Maintains a good driving record
• Must have a valid driver’s license