Contact Center Supervisor

OneVision Resources•Boston, MA

3d•Remote

About The Position

Remember the cartoon The Jetsons, as a kid? Or, how about the movie, Iron Man? Both shows have something in common: they showcased really bad-ass homes that were souped up with the kind of technology that would blow your mind if that technology actually existed in real life. Well, what was fiction back then is rapidly becoming real life. Consumer technology and smart-home systems are evolving at a rapid pace, which means homes being built or renovated today and in the coming years are going to look more and more like those homes in the movies. Ten years from now, homeowners are gonna need a personal IT Director to help them manage all this new home technology because, well… the technology in our homes is getting smarter, but we as humans aren’t necessarily getting smarter at fixing it when it stops working for any reason. Our Founder & CEO realized this a number of years ago when he launched our company, OneVision Resources. We envision our company serving as that front-line “IT Director” for people’s homes by providing remote support over the phone and via email to homeowners when their technology stops working. And you probably have enough tech in your own home to know that happens all the time and for a variety of reasons - an ice storm knocks everything offline, a software update goes wrong, or the kids mess with the remote and you can’t figure out how to get your cable channels back on the screen. Our company hires really smart tech geeks, and then trains them on the biggest brands and latest gadgets so that they can help homeowners go about their lives. We are one of a very, very small number of companies providing this sort of home technology support right now, and we’re the only company building our business model upon delivering this service. Which is where you come in. We’ve bootstrapped our support department over the past few years, and we’re proud of the department and people we’ve built. We also recognize we can no longer continue to bootstrap such a critical piece of our organization if we’re going to successfully scale. We hired our first Director of the Support Department a little over a year ago, and he works very closely with our Support Team Manager (your future potential boss) every day to bring structure and order to our ever-growing support team. He and the Support Team Manager are freakin’ awesome. But they’re only two people. Our Support Team Manager is often playing whack-a-mole every day, trying to both put out the unavoidable brush fires that happen in any support environment on a daily basis while also trying to proactively shape and improve our policies and framework that guide the strategic growth of the team. It’s a lot, and frankly, it’s too much for one person! We need someone from the world of contact centers who already knows how to supervise really great people on our team, and who also has the experience to help us continue building a true, high-touch, professional contact center that doesn’t actually feel like a contact center to those homeowners when they call in. We hate the idea of being a Comcast-like support center, and we want someone who hates that as much as we do and who knows how to build something different.

Requirements

Leadership capability, with either 2+ years contact center management, or 1+ years exemplary performance as a Concierge or Tech Spec and a demonstrated aptitude for leadership
Technical Support Supervisor experience is highly preferred, but don’t let that stop you from applying if you have supervisory experience in other contact center environments
A Bachelor’s degree or at least 5 years of direct relevant experience
The ability to work some evenings and weekends
Strong team building skills with a disciplined and organized approach to team management
You are comfortable and adept at coaching team members to continually improve and develop their skills
Superb customer service skills - when someone calls for support, it’s because they need help. They’re frustrated. Sometimes, they’re even pissed. You will need to ensure your team is prepared to deliver customer service that is so good it’s worth paying for. Every time
We value EQ, not just IQ
Your personality - you need to be pleasant and enthusiastic, while also being assertive and professional
We communicate proactively and transparently
We work 100% remotely, so you must have a proper work environment, including: reliable high-speed internet a quiet area where you can focus enough space for a laptop and at least 1 additional monitor.
Excellent verbal communication skills – you know how to “speak good” Sometimes you will need to talk with a customer or partner to help an agent bring resolution to a difficult request. You’ll also be expected to draft and deliver quarterly performance reviews, just one way that interpersonal communication comes into play
Excellent writing skills - you know how to spell and use grammar and write well-structured sentences that make sense to the reader and know how to avoid writing run-on sentences like this one.
The ability to evaluate situations in the moment and make quick, appropriate decisions
A self-starter mentality, and capable of working independently when needed
An impeccable attention to detail and great organizational skills
An eagerness and aptitude for learning all sorts of things, including new technology.

Nice To Haves

If you have solid contact center supervisory experience: Simultaneously managing 10+ technical support agents, while Doing so in a remote or hybrid work environment
If you have proven experience preparing and supporting your team for changes to processes and policies.
If you have the interest and ability to learn new technology
If you have experience using software to track and manage client data
If you’re passionate about consumer technology

Responsibilities

Providing coaching, support, and direction to team members by being a consistent virtual presence and providing an appropriate sense of urgency
Communicating important information to agents in a timely manner
Conducting regularly scheduled performance/productivity assessments and feedback sessions
Ensuring agents are adhering to their schedules and, therefore, maximizing the team’s ability to handle contacts
Managing agent schedule changes (e.g., schedule adjustments, time off requests, etc.)
Ensuring agent compliance with company and departmental policies and values
Identifying developmental and remedial training requirements for agents and contributing to the creation of training materials and knowledge database content
Conducting agent training sessions for new hires and existing agents
Handling client escalations and partner communications
Assisting the Partner Support Manager with the agent hiring process
Assisting with identifying, defining, and implementing policy changes, process changes, and system requirements
And more!