Customer Technical Support Supervisor

Johnson Health Tech Companies•Cottage Grove, WI

18d

About The Position

Under the direction of the Director of Customer Technical Support, the Customer Technical Support Supervisor will be responsible for and drive the performance of the Retail and/or Commercial Customer Technical Support (CTS) teams dedicated in serving our in-home and commercial customers in accordance with company policies and procedures. Responsibilities of the Supervisor include all elements of staff development including hiring, coaching, career pathing, and performance management in alignment with delivering outstanding customer experiences.

Requirements

Bachelor’s degree or equivalent work experience required
3-5 years’ experience working in a multi-channel call center and customer service environment required, ideally in the fitness industry
Demonstrated experience in team leadership, coaching, and management of both local and remote team members
Experience driving KPI results with a customer service or support team
Excellent written and verbal communications skills, especially as it relates to communicating with agents and customers
Experience with systems or programs such as Microsoft Office, SAP, CRM, customer service ticketing systems, phone systems, reporting analytics
Strong problem-solving and interpersonal skills
Self-motivated, task-oriented, organized, analytical, tech-savvy, enthusiastic, and able to work independently
Ability to work on site in rotation
Approximately 10% travel to attend training or meetings
Exceptional communication skills, both on paper and in person
Excellent planning and organizational skills
Strong sense of initiative, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
Flexibility and willingness to work in situations of flux and in a fast-paced environment
Performs work that is consistently accurate with demonstrated attention to detail
Resilience, positivity, assertiveness, and professionalism when dealing with situations of adversity
Unwavering attention to detail and commitment to world-class quality
Personal commitment to continuous improvement
Ability to resourcefully solve problems
Ability to manage stressful situations; be able to accept criticism, be cooperative, and maintain calm demeanor while dealing with escalated customers
Successfully manage effective interpersonal relationships with customers, vendors, and other departments
Able to follow tasks to completion in a timely manner without sacrificing quality
Great demeanor, ability to have fun, and interest in building a strong culture and high performing team
Likes to be challenged, willingness to learn

Responsibilities

Arrive on time for schedule and be willing to put in extra time as needed to accomplish business goals
Interview, make hiring decisions, and manage ongoing performance of NASG agents serving support teams and queues
Coach and develop staff to help them achieve departmental and company goals
Support staff with personal development in preparation for career advancement
Monitor and drive individual staff performance and accountability in areas including schedule adherence, contacts, quality, etc.
Hold Monthly 1x1s with direct reports
Write and deliver Coaching Check-Ins
Resolve escalated customer issues as needed
Partner with NASG Training Coordinator to develop, implement and refine team training programs for new and experienced reps
Work collaboratively with the global Technical Content Management Team; assist in the review and continual improvement of service manuals and technical resources
Establish and maintain an open line of communication with sales staff
Meet frequently with quality engineering to spot trends and identify additional documentation needs
Responsible for the development and maintenance of the NASG Quality Assurance Program; driving behaviors consistent with a best-in-class customer experience
Facilitate monthly Quality Review Calibration meetings with Team Leads to drive consistency in the delivery of a best-in class customer experience
Facilitate weekly team meetings
Create programs and feedback loops to build team morale
Thinks critically to contribute to the ongoing continuous improvement of the department
Make effective decisions considering the impact to the customer and company
Participate in the strategic long-term planning process; provide insights for departmental success in coming years
Interact with a diverse group of employees and service providers, adjusting the style to accommodate different communication styles
In partnership department leadership, monitor phone/email/chat queues for volume and take action to adjust/maintain proper level of available reps vs. volume
Maintain understanding of departmental performance as compared to established goals and be able to articulate a clear story to Leadership and other business units
Develop plans for performance improvement when queues are not meeting KPIs
Responsible for ensuring accuracy of timecards and approving them in a timely manner
Special Projects as required
Leads by setting a positive professional example
Promote and maintain a strong team culture that drives morale and results
Maintain confidentiality