Support Center Supervisor
The Service Center Supervisor (SCS) manages a team of Support Center Analysts dedicated to clients in similar lines of business or technological needs. The Supervisor ensures the skillset and service capability of the Support Center Analysts, coordinates support incidents from creation to escalation/closure, and engages in direct communication with client points of contact to ensure the best possible support experience. The SDS reports to the Service Delivery Manager.
Hybrid 3 days onsite
Responsibilities
Customer Service
- Commitment to supporting customers’ success.
- Strong work ethic and ability to thrive in a fast-paced environment.
- Positive and flexible attitude for working in a fast-paced team across various functions.
- Provide Client updates & ability to walk customers through support center processes
Workforce Management
- Schedule creation.
- Supervise team support operations.
- Working team member.
- Coordinate team meetings.
Tech Management
- Identifies, researches and resolves technical support problems.
- Manage escalation procedures and ensure SLAs are maintained.
- Document, track and monitor problems to ensure resolution in a timely manner.
- Coordinate the change management process.
Knowledge Management
- Oversight of the team knowledgebase.
- Manage effective ticket documentation.
Reporting and Communication
- Service client status queries.
- Service client ticket escalation queries.
- Communicate effectively with Client Services Personnel
Risk Management & Continuous Improvement
- Event/Incident impact analysis.
- Root cause analysis and identify corrective action
- Implement corrective action processes and controls
Job Requirements
- Solid relationship management and performance management skills.
- Ability to motivate coworkers and/or direct reports
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Team productivity.
- Customer satisfaction.
