Technical Support Representative (TSR) Supervisor

Arvato • Las Vegas, NV

8d • Onsite

About The Position

The TSR Supervisor is responsible for leading and supporting a team of Technical Support Representatives (TSRs) to ensure excellent customer service, operational performance, and achievement of team and business objectives.

Requirements

• Previous supervisory or team-lead experience, preferably in technical support, operations, or data center environment.
• Strong coaching, communication, and interpersonal skills.
• Experience managing performance metrics and KPIs.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced environment and manage competing priorities.
• Proficiency with Microsoft Office, particularly Excel.
• Ability to work flexible hours, including weekends or varying shifts, if required.
• High school diploma/GED required

Nice To Haves

• college degree may be preferred

Responsibilities

• Supervise, coach, and motivate TSRs to achieve daily, weekly, and monthly performance goals.
• Monitor team performance and key metrics, including productivity, quality, attendance, customer satisfaction, and service levels.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and feedback discussions.
• Monitor customer interactions/calls and provide constructive feedback and coaching.
• Address employee performance issues and implement corrective action when appropriate.
• Handle escalated customer issues and work with internal departments to resolve complex problems.
• Ensure TSRs follow company policies, procedures, quality standards, and client requirements.
• Identify training and development needs and support employee growth.
• Assist with scheduling and ensuring adequate staffing to meet operational requirements.
• Analyze performance reports and identify opportunities for process improvement.
• Communicate business updates, goals, expectations, and changes to the team.
• Partner with Operations, HR, Training, Quality, and other departments to resolve issues and improve performance.
• Promote a positive, inclusive, and accountable team environment.
• Ensure compliance with company policies and applicable procedures.
• Support continuous improvement initiatives and other operational projects as assigned.

Benefits

• Medical, Dental, Vision, Life Insurance, and Disability Pay
• 401(k) with company matching up to 6%
• Paid Time Off, including paid holidays
• Flexible Spending Accounts
• Voluntary benefits such as legal and financial assistance, pet insurance, and more
• Employee Assistance Program
• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training
• Commuter benefits
• Employee engagement activities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED