The Technical Support Center Supervisor is responsible for helping maintain the Technical Support Services Call Center (TSSC) as an integral function within the organization. The supervisor participates in attracting and retaining high-caliber staff for the TSSC. Assists in the supervision of the daily duties of the TSSC staff while ensuring TSSC standards and processes are adhered to by performing regular customer audits and investigations, as necessary. Proactively engages with management to identify opportunities that deliver solutions and improve overall customer experience.
Position Responsibilities may include:
- Oversee daily functions of the Technical Support Services Call Center.
- Maintain and track accurate KPIs (Key Performance Indicators) and ensure deliverables are clearly communicated to TSSC staff.
- Provide direction to Technical Services Call Center employees with lead and direction from manager.
- Analyze trends and metrics; uncovers root causes to difficult problems.
- Perform call center customer case audits and investigations, as necessary.
- Partners with TSSC Manager to establish mitigating factors for audit and investigation results to ensure call center delivers first in class customer service to HVAC industry.
- Create a cohesive organization by encouraging the open expression of diverse ideas and opinions.
- Train, develop, and mentor TSSC staff including issuing discipline, when appropriate.
- Participate in attracting and selecting high caliber talent.
- Address TSSC staff complaints and resolve them, escalating when appropriate.
- Coordinate and facilitate bi-weekly call center staff meeting.
- Coordinate/Assign Call Center product training and training opportunities.
- Present performance metrics, common field reports by product type & division/region at Technical Service Managers Meeting.
- Participate in additional projects to support ongoing business needs, as assigned by Technical Support Center Manager.
Nature & Scope:
- Coordinates and supervises the daily activities of a support, production or operations team
- Sets priorities for the team to ensure task completion
- Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance and oversight from manager
- Accountable for the support or production operations team including subordinate work leaders
- Typically does not spend more than 20% of one's time performing the work supervised
Knowledge & Skills:
- Effective organizational and time management skills
- Excellent interpersonal and relationship management skills
- Strong analytical and effective problem-solving skills
- High proficiency in Office 365 – Outlook, Excel, SharePoint, PowerPoint, and Word.
- Exceptional written and verbal communication skills, keeping all necessary stakeholders up to date on issues.
- Proven track record to influence and effectively negotiate at different levels of the organization to obtain results.
- Strong strategic mindset with ability to analyze data sets and articulate possible solutions. • Ability to effectively delegate and empower others.
Experience:
- 5+ years in Customer Service industry and/or high-volume call center environment.
- 3+ years in HVAC industry
- 1-3 years' experience leading others directly or indirectly
Education/Certification:
- Associate or bachelor's degree preferred.
- High school diploma or GED required.
- Customer Service and/or Management/Leadership training is preferred.
- HVAC certification desired.
People Management: Yes
Physical Requirements / Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations.
Reports To:
- Manager,Technical Support Center
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.