Supervisor of Contact Center Support - EG4

SIGNATURE SOLAR LLC•Sulphur Springs, TX

About The Position

The EG4 Supervisor of Contact Center Support is responsible for overseeing the daily operations of EG4 off-site support teams across multiple support channels. This role ensures alignment across both support channels, maintains quality standards, and helps deliver consistent customer experience aligned with EG4 expectations. The supervisor works closely with EG4 leadership to ensure offsite support operations remain efficient, accurate, and customer focused. This position requires strong operational awareness, effective communication, and the ability to coach and develop remote teams while maintaining a continuous feedback loop between offsite teams and EG4 leadership. This position also requires semi frequent travel to Panama or other off-site locations to support training initiatives, performance calibration, operational alignment, and team development.

Requirements

A strong understanding of EG4 products, troubleshooting fundamentals, and support processes.
Strong leadership and coaching ability when working with remote or offshore support teams.
Excellent verbal and written communication skills.
The ability to analyze metrics and use data to drive operational improvements.
Strong organizational and problem solving skills in a fast paced support environment.
Experience in technical support or contact center environments.
Strong understanding of EG4 products and troubleshooting fundamentals.
Proven ability to lead and develop remote or off site support teams.
Ability to analyze performance metrics and implement improvements.
Must be able to travel internationally to Panama on a semi frequent basis.

Responsibilities

Oversee day to day operations of off site support teams across multiple communication channels.
Ensure consistent quality, accuracy, and timeliness of support delivered across both communication channels.
Maintain close operational communication with off site supervisors, trainers, and team leads.
Monitor KPIs such as response times, resolution quality, customer satisfaction, backlog management, and call handling metrics.
Conduct reviews of email responses, phone interactions, and ticket documentation for accuracy and compliance with EG4 standards.
Identify performance gaps and implement coaching or corrective action plans.
Maintain daily end of day accountability for email queue health, customer reach outs, and phone performance metrics.
Support onboarding, continuous training, and skill development for offshore teams.
Provide structured coaching, feedback sessions, and performance touchpoints.
Collaborate with EG4 trainers and SMEs to ensure offshore teams remain current on new products, firmware updates, troubleshooting procedures, and support processes.
Travel periodically to support training initiatives, quality audits, coaching sessions, and operational alignment for off site teams.
Serve as the primary operational link between off site support teams and EG4 leadership.
Review escalations for accuracy before routing to solutions or RMA teams.
Work with internal departments including R&D, Customer Care, Solutions, and Product Teams to communicate trends and field issues.
Identify workflow inefficiencies, documentation gaps, or system issues impacting offshore performance.
Recommend and implement improvements that increase operational efficiency and customer satisfaction.
Maintain and refine SOPs for off site support teams in alignment with EG4 standards.
All other duties as assigned