Product Support Supervisor
Robert Half Technology
( Learn More )
Ref ID: 04810-9500559811
Classification: Project Leader/Manager
Robert Half Technology is actively seeking a Product Support Supervisor who should be able to quickly assist our customers and reseller channels support efforts. If you love technology, have experience with corporate level communication, are innovative in your thinking, are able to develop and mentor a team of up to 20 support agents in a call center environment. we would love to hear from you! The Product Support Supervisor is responsible for providing assistance to the Operations Manager and Director of Customer Experience in the oversight and operation of the Product Support team. This includes people and project management, as well as on-going responsibilities for financial and operational reporting, case escalation, and monitoring all customer correspondence for quality assurance. Duties and Tasks/Essential Functions: People Management ? Supervise call center employees in compliance with policies and procedures. ? Direct weekly team meetings for all areas of Product Support team. ? Meet with each team member on a monthly basis for formalized feedback. ? Assist Operations Manager in performance review preparation and delivery to team members, highlighting their KPAs. ? Provide day to day oversight of call center scheduling including workload planning, employee scheduling, and timekeeping. ? Approve time off requests and update the ? Conduct weekly Live Chat, email, and Salesforce reviews to ensure quality of service is met and provide feedback directly to team members. ? Perform weekly audit of the quality survey metrics to determine validity and ensure customer follow-up for any negative survey detractors. ? Conduct monthly call monitoring sessions to ensure team members are meeting standards for customer care, troubleshooting, and call documentation, and provide feedback directly to team members. ? Coordinate with the Data Analyst to complete employee scorecards and provide performance feedback and coaching to team members. ? Coordinate with the Operations Manager to implement staff reward and recognition programs; and, to ensure on-going team building. ? Work directly with all areas of Operations for project deployments, project management, client communication, and carrier communication that impact the Product Support team. ? Implement feedback provided by Product Support team members during management review. System Management ? Perform and monitor updates in Salesforce daily to ensure accurate reporting of case management and service level metrics. ? Research and implement changes to workflow rules to improve efficiency within the Salesforce CRM. Administrative Management ? Attend meetings and calls on behalf of the Operations Manager and provide detailed summaries of call content. ? Ensure all weekly, monthly, and quarterly reporting is accurate. This includes, but is not limited to, weekly SLAs, monthly MDR, newsletter content, and monthly client reporting from the Product Support team,. ? Manage special projects for the Operations Manager as assigned including (but not limited to): ? Gathering requirements for systems changes/enhancements ? Improving processes for customer support and overall Product Support team. ? Developing models and workflows for new service offerings ? Implementing business analytic services for clients. ? Perform other duties as assigned based on business need.
Experience/Skills Required: ? Bachelor Degree in Business Management or equivalent experience required. ? Minimum of three or more years of supervisory experience. ? Call center supervisory experience required. ? Technical proficiency with wireless devices and systems (cell phones, tables, networks, etc.) ? Ability to retain focus with multiple interruptions throughout the day. ? Highly organized team player who brings a positive attitude. ? Demonstrated ability to manage multiple tasks and projects simultaneously. ? Excellent written, verbal, and interpersonal skills. Strong presentation skills. ? Demonstrated professionalism and poise (especially when dealing with frustrated employees or disgruntled customers). ? Systems experience including ? MSOffice ? Google for work Applications ? Salesforce ? and other customer/inventory management system. Additional Information: All candidates must be legally eligible to work for any employer in the United States without a third party employer. This role is on-site; remote work is not an option unless otherwise specified. Interested candidates can send their current resumes to Matthew Reid at [Click Here to Email Your Resumé] or call 702.369.3823.
Technology doesn't change the world. People do.
As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.
Leader among IT staffing agencies
The intersection of technology and people it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.
We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.
Apply for this job now or contact our branch office at 888.674.2094 to learn more about this position.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
© 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.
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