Product Support Supervisor

TAXWELL•Haverford, PA

2d•Remote

About The Position

The seasonal Product Support Supervisor will be responsible for assisting management with leading the daily operations in a fast-paced environment. You will be responsible for training and mentoring our staff who provide customer service to our TaxAct individual tax filers. You will be responsible for managing individuals and completing projects and tasks. This position requires you to be self-motivated and be able to manage time well to meet metrics and deadlines.

Requirements

Knowledge and work experience with desktop and browser-based applications a plus.
2 – 3 years of remote call center supervisory experience or equivalent experience preferred.
Experience using tax software preferred.
Basic tax knowledge required.
At least 2 years of Microsoft Suite experience including Teams, SharePoint, and OneNote.
B2C or B2B experience a plus.
Excellent written and verbal communication skills.
Attention to detail.
Ability to multitask.
Ability to adapt quickly and in a positive manner to change
Strong problem-solving skills.
Excellent time management skills.
Resilient, dedicated team player who helps maintain a positive work environment.
Flexibility with scheduling – days, nights, and weekends

Responsibilities

Supervise, coach, and assist seasonal and permanent agents.
Mentor and coach agents provide weekly one-on-one progress tracking and mentoring/coaching sessions with agents assigned to you and assist with day-to-day questions.
Provide progress tracking updates to your assigned agents both during training and season so they are aware if they are achieving their individual goals.
Monitor live phone calls and chats daily and provide immediate feedback and coaching as necessary to ensure agents are providing accurate information and professional support to all customers.
Monitor agent schedules for adherence.
Reconcile timecard data to production data for each pay period.
Investigate differences to ensure agents are paid accurately for their time assisting customers.
Process the timecards bi-weekly.
Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met.
Consistently run reports in systems and monitor live queues to ensure calls and chats are being handled appropriately and not exhibiting call or chat avoidance or other unacceptable behaviors.
Work with management to ensure proper messaging around performance expectations is conveyed.
Make suggestions to management on business process improvements based on call/chat monitoring results.
Communicate trending issues to management.
Facilitate all new hire training to all agents ensuring they are set up for success.
Review, edit, help create by screen sharing and make suggestions on all training materials in partnership with the Learning & Development team.
Assist agents when needing technical and operational support, including product questions and product navigation.
Perform quality assurance (QA) of agent interactions.
Based on customer interactions, propose needed responses for the knowledge base.
Provide friendly support to all external customers in compliance with established processes and metrics.
Handle all customer escalations and/or concerns that are sent to our team by agents requesting a customer escalation or the senior leadership team receiving from a customer.
Research and troubleshoot customer issues.
Responsible for support operations and processes for agents.
Inspire team and peers with positivity and leadership.
Receive feedback and coaching from management and quickly adapt or apply the feedback
Additional job duties as needed.