Supervisor, Service Desk Retail

Harbor Freight•Calabasas, CA

9d•Remote

About The Position

Retail Service Desk Supervisor works and reports to the Manager of the Retail Service Desk and provides Tier 3 support to the stores. Must use his/her judgment to plan and accomplish company goals, while performing a variety of tasks. This role is responsible for ensuring associates are adhering to policies and procedures including call center operational standards, employee service levels, quality standards and creating an open and professional environment. The Supervisor will also monitor reporting to measure performance towards organizational goals.

Requirements

Staff supervision and development: Yes
Decision making: Creates policy, resolves problems and develops associates

Responsibilities

Provide feedback to Department Manager & Director
Tier III escalation point for all POS system (Epicor), desktops, servers, printers, and other mission-critical systems in the retail environment
Helping train others and document knowledge for self-help Tier I and Tier II support
Facilitate training and development of the analysts
Write Mid-Year and Year End Performance reviews
Discuss areas of improvement and plan of action for the department
Monitor and score calls to ensure they meet or exceed established call quality standards
Maintain call service levels by regularly monitoring call volume, organize staff and take calls in times of high volume
Measure and report analyst performance for speed, efficiency and quality
Create and maintain procedural documentation and knowledge base
Handle escalated issues from internal departments
Provide exceptional customer service
Provide daily, weekly, and monthly department reports in an accurate and timely manner
Regular attendance is an essential duty for the position
Assist in supporting employee engagement initiatives; reward, promote, and encourage high performance while ensuring we always do the right thing for our people
Other duties as assigned