Tier I Supervisor-Onsite

Aventiv Technologies•Houston, TX

2d•$42,432 - $48,372•Onsite

About The Position

The Tier I Supervisor is responsible for supervising, coaching, motivating and developing a team of Solutions Center Associates (SCA) employees with the goal of ensuring optimal productivity and quality satisfaction. This role also supervises and directs the activities of SCAs to ensure customer satisfaction and first contact resolution standards are met. Additionally, this position enforces policies and procedures to ensure effectiveness of offered services.

Requirements

Ability to work independent of supervision, but also functions well with direct supervision in an office environment
Ability to write straightforward explanations and routine reports
Ability to ask effective questions and present information clearly and succinctly
Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives
Technical Experience at a level to enable understanding of technology, services being offered and its impact to the business
Outstanding oral/written communication skills
Strong organizational and follow up skills
Must be able to work in a fast-paced environment where problem resolution times are measured in hours
Flexibility for potential schedule changes in a 24-hour 7 day a week environment
Ability to handle multiple issues or projects at any time
High school diploma or equivalent
2+ years of supervisory or managerial experience in a contact center environment
5+ years of experience in providing direct customer support

Nice To Haves

Associate degree or related field
Prior call center supervisory experience

Responsibilities

Handle escalated customer issues, difficult and/or complex customer inquiries, and complaints referred by Solutions Center Associates and other sources
Act as a liaison to other departments to facilitate the resolution of customer issues
Participate in the interview and selection process for open SC Tier 1 and Monitoring Center Openings
Ensure the company customer service level objectives are met
Collaborate with the training team to identify and implement training needs
Assist with identifying and coordinating training needs
Assist with interviews and recommendations for open positions in the Solutions Center
Identify and address disciplinary, developmental, and personnel actions related to employee and team performance including but not limited to: call quality, work accuracy, productivity, compliance to policies and procedures, and adherence to assigned schedule
Coordinate shift schedules and coverage to ensure that the team is always operating with the appropriate staffing levels
Conduct regular individual and group meetings to ensure accurate information is coordinated and communicated across all shifts and employees
Ensure timely response to incoming calls based on established Service Level Agreements (SLAs) and continuously monitor call volume to communicate changes to management and make recommendations when additional staffing is needed
Track and trend daily call stats to SLA, tickets to SLA, CSAT scores for TS, ticket review scores, and QA monitor results by individual
Ensure that expenses are managed and tracked to budget (overtime, supplies, capital expenses, etc.)
Compile and report required statistical data daily, weekly and monthly
Communicate with management relating to system issues, process improvement recommendations, and trends in customer calls
Perform other duties as assigned