Job Details
Position Summary
If you have leadership experience in a call center environment and have a real talent for managing performance and developing the careers of others, then we'd like to talk to you!
The System Support Supervisor is responsible for driving performance of team members to meet client and organizational expectations, quality and accuracy while maintaining team member engagement via sound management practices, consistent and fair coaching and counseling practices.
Responsibilities
- Ensure adequate phone coverage within the call center regarding vacation requests, lunch hours, and departmental/company activities.
- Work with IT personnel in regard to maintaining the call center queues for scheduled trainings, weather-related delays or departmental/company activities.
- Directly responsible for the supervision and real time support of call center team members.
- Motivate and encourage team members through positive communication and feedback.
- Monitor calls to observe team member demeanor, technical accuracy, and engagement.
- Ensure minimum quality assessments are completed on each call center member.
- Answer team member questions and take escalated calls when required.
- Address disciplinary and performance opportunities quickly, consistently, fairly, and in accordance with organizational policy and process.
- Ensure team member tools and support materials are accurate and operational.
- Responsible for fostering a positive, constructive culture.
- Track and report team and agent statistics monthly.
- Ensure proper case management and escalation process adherence.
Requirements
Education: Bachelor of Science in business or technical field
Experience: 4+ years of supervision experience or relevant experience. Call center and/or industry experience preferred.
Skills: PC hardware and software troubleshooting
Location: Tallassee, Alabama