Support Center Team Supervisor

E O JOHNSON CO INC•Onalaska, WI

About The Position

The Support Center Team Supervisor position provides daily leadership to a team of Systems Administrators providing remote technical support to external clients/customers. The Support Center Team Supervisor leads through being visible and available to the front line technical team to answer questions and assist them in challenging situations. They also provide performance feedback, encouragement, and personal development of the team. The Support Center Team Supervisor interprets data analysis to achieve business goals, including statistics and trends for team performance. In these efforts, the Support Center Team Supervisor is aiming to improve Locknet's overall customer satisfaction to be recognized as World Class in all facets of the technical operations. As the technical relationship manager, the Support Center Team Supervisor handles all matters related to the delivery of services to the client in supporting the Account Executive and Technical Account Manager in the overall client relationship.

Requirements

College degree in information services, business supervisory management or related field
4 years of customer service experience
Outstanding customer service orientation
Experience or demonstrated ability to explain, troubleshoot and resolve basic technical device and issues
Experience with Windows based PC’s and servers including general office software knowledge required
Must demonstrate excellent written and verbal communication skills
Good understanding of the organization’s goals and objectives
Ability to present ideas in user-friendly language
Highly self-motivated and directed, with keen attention to detail
Proven analytical and problem-solving abilities
Able to effectively prioritize tasks in a high-pressure environment
Experience working in a team-oriented and collaborative environment
Strong interpersonal, written, and oral communication skills
Maintain a positive attitude that increases morale in the workplace
This position requires driving occasionally
Maintains a good driving record
Must have a valid driver’s license

Nice To Haves

Supervisory experience
Call center environment experience

Responsibilities

Provides day-to-day management of the Support Center Team to include:
Overseeing customer issues and ensure effective and long-term resolution
Providing opportunities and guidance that enable collaboration and transfer of knowledge amongst the team and Support Center
Using coaching methods that provide an environment that is supportive and provides constructive feedback on performance
Setting clear objectives, evaluate progress and install high performance culture on teamwork, service excellence, and ownership for resolving customer issues
Develops and implements procedures and policies pertinent to the effective and efficient operation of the Support Center
Builds a culture where team members are aware and help manage inbound calls, calls waiting, and abandoned calls
Monitors ticket queues: assigns tickets, alerts, and monitors phone queues
Conducts team meetings to review: client news, department changes, question and answer sessions, recognition/reward, and project/assignments
Performs bi-weekly one-on-one sessions with team members that includes:
Assessing technical skill, level of service, and knowledge against the metrics to each role providing development opportunities
Sharing ticket monitoring feedback
Reviewing attendance and performance metrics
Discussing and prepare career development including progression plans
Scheduling training and development opportunities for team members
Prepares and shares monthly team performance report with direct leaders including:
Staffing levels and employee strengths and opportunities
Coordinate new hire and developmental training plans
Discuss hardware/software performance needs
Team performance against goals and metrics
Provide feedback regarding service failures or customer concerns
Assists in recruiting new employees
Interviews and recommends potential new employees
Leads the onboarding and training of new employees
Assesses team capabilities and potential needs
Evaluates near and long-term staffing
Works with Technical Account Managers and advocates to ensure the appropriate products and services subscribed by clients
Primary technical resource for the onboarding of clients that includes documenting all information and coordinating technical resources in conjunction with the Project Manager
Works to rectify all issues experienced by end user clients
Develops strategies for obtaining both strategic and tactical feedback from clients
Looks for continuous improvement opportunities, addresses client concerns, discusses plans for future projects, and drives client satisfaction
The Support Center Team Supervisor acts as a liaison between the Support Center, System Engineering, Security Engineering, Network Engineering, Platform trams, and Sales teams
Performs other duties as assigned