Technical Support Representative (TSR) Supervisor

Bertelsmann-Jobs • 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. You will work in an environment built on collaboration, respect, commitment and curiosity, where you can grow, contribute your ideas, and make an impact. Be part of the team that delivers logistics excellence and shapes supply chains globally. Working at Arvato means: Together, we’re on it.

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