The role of the Contact Center Support Supervisor is to assist a team of technicians in supporting
external customers regarding all facets of a specific single product out to market.
Call Center Support Supervisor 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.
Duties and Responsibilities
Ensure that technicians receive the proper training to meet the role requirements.
Updating documents and improving others that might be out of date.
Mentor technicians on customer service techniques.
Work with technicians to resolve or properly close all tickets.
Regularly collaborate with more advanced groups to work out complex configuration issues, and you provide guidance and documentation back to the team.
Escalation point for the Contact Center Agents, and work on the most difficult tickets/issues in cooperation with various internal groups.
Periodically monitor technicians and review individual comments in tickets and coach as needed.
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 Service Desk Manager and Milestone Management team to improve upon
current delivery methodologies.
All other tasks as assigned by the Service Desk Manager.
Knowledge, Skills, and Abilities
Experience leading teams of 5 to 20 IT professionals.
Experience in supporting either the Android Operating System and associated applications, Windows operating system and associated applications, Mac Operating system and associated applications, Linux Operating System and associated applications.
Excellent team work skills.
Excellent customer service skills.
Excellent verbal and written skills.
Basic networking skills (i.e. TCPIP, DHCP, DNS etc).
Familiar with ticketing systems.
Creative problem solver
Android Experience if not support in the past extremely helpful
Credentials and Experience
3+ Years working as a Supervisor or Lead for Helpdesk or Fieldtech related issues
5+ Years working in a helpdesk or call center support environment.
MCSE/MCP is a plus.
Experience in providing desktop support to corporate users.