Milestone Technologies, Inc.

  • Interim Supervisor

    Job ID
    2018-6835
    # of Openings
    1
    Category
    Support/Admin
    Hire Type
    Temporary Full-Time
    Job Category
    Help Desk / Call Center
  • Overview

    JOB DESCRIPTION:

     

    The role of the Contact Center Support Supervisor is to assist a team of technicians in supporting external customers regarding all facets of specific products out to market.

     

    The right candidate for this position must have firsthand experience supporting both software and hardware via remote communications (phone and email.)

     

    Excellent communication and interpersonal skills are important so the supervisor can effectively

    work with internal groups and end users. This individual must ensure that the contact center

    Technicians clearly understand policies and procedures and service level agreements.

     

    This is an interim role that is intended to last for three months. Upon beginning this role, a date would be defined approximately three months out that would serve as a 'check-in.' At the point of this check-in, the employee would either return to their original role (or a comparable role if business needs change) or a new formal check-in date would be defined.

    Responsibilities

    JOB SUMMARY:

    • Assist a team of technicians in supporting external customers regarding all facets of specific products out to market
    • Ensure that the Contact Center Support Technicians clearly understand policies and procedures and service level agreements
    • Serve as escalation point for the Contact Center Support Technicians, and work on the most difficult tickets/issues in cooperation with various internal groups
    • Regularly monitor technicians, review individual comments in tickets and coach as needed, work with technicians to resolve or properly close all tickets
    • Provide regular and ad-hoc reporting to the client - driving metric requirements and supporting the Client in creating reports as needed.
    • Assist with hiring and termination of team members
    • Conduct personnel reviews with team members
    • Ensure that technicians manage their individual ticket queues and are calling the customers when required
    • Ensure excellent customer satisfaction
    • Manage staff assignments to either meet or exceed Client SLA’s
    • Ensure compliance with quality and service delivery metrics for all assigned services
    • Ensures that appropriate resources are deployed to meet service level agreements
    • Work with technicians that receive negative comments and respond to comments with appropriate actions
    • Supervise team’s daily efforts
    • Run daily shift meetings each day to review previous day’s performance, discuss known issues and build team work
    • Manage individual technician schedules (including sick and holiday) to ensure proper coverage is maintained at all times
    • Work with the Contact Center Manager and Milestone Management team to improve upon current delivery methodologies
    • All other tasks as assigned by the Operations Manager or Service Delivery Manager

    Qualifications

    EDUCATION REQUIRED:

    • Bachelor’s Degree preferred or equivalent job experience

    EXPERIENCE REQUIRED:

    • 3+ Years working as a Supervisor or Lead
    • 5+ Years working in a helpdesk or call center support environment
    • Experience leading teams of 5 to 20 customer service professionals
    • Experience in supporting either a team of technicians supporting hardware/software

    KNOWLEDGE SKILLS REQUIRED:

    • Excellent verbal and written communication and interpersonal skills
    • Excellent team work, customer service, and problem solving skills
    • Excellent prioritizing, planning and organizational skills
    • Strong relationship building skills
    • Familiarity with ticketing systems
    • Creative problem solver
    • Must be self-motivated, able to work independently and as a team member
    • Ability to exercise judgment and make sound decisions under pressure
    • Ability to easily communicate with staff and all levels of management
    • Ability to handle multiple projects and tasks simultaneously
    • Ability to adapt/openly accept change
    • Takes accountability for decisions and actions
    • Takes an active role in personal growth and self-development
    • Ability to manage multiple projects

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