Supervise to meet established guidelines with pre-defined service levels performance and behavior expectations. Effectively uses coaching PIP and disciplinary measures to modify / improve performance and/or behaviors of direct reports. Responds / reacts to customer issues accordingly. Call Center Supervisor is responsible for segment deliverables related to customer and/or vendor programs and will actively engage with lead technicians assigned to these programs to ensure success. Call Center Supervisor may interact with customers vendors and/or other IM departments concerning a specific issue initiative or objective.
Education: College Degree preferred or comparable experience
Experience: Two years' previous supervisory experience preferably in a Call Center environment highly desirable or at least two to three years' senior level IM Technical Support experience.
Knowledge of: Call Center environment customer service and sales functions. Understanding of channel marketplace (Vendor/Distributor/Reseller/End Customer). Knowledge of current technologies and computer industry. Understanding of basic P&L concepts.
Skill in: Analysis of data communication with various levels of associates both internally and externally (customers & vendors) leadership; written and oral communications; time management skills for self and others; Microsoft Office suite of products in a Windows environment and utilization of call center control and reporting software. Ability to: multi-task respond to and lead rapid change manage projects manage people and resources set realistic and achievable goals/objectives and timelines. Ability to work within a team collaborate to reach decisions and deal successfully with customer complaints and issues requiring follow-up actions. May occasionally need to travel.
Ingram Micro Inc. is the world’s largest technology distributor and a leading technology sales, marketing and logistics company. As a...