1+ months

Customer Support Supervisor

Phoenix, AZ 85003

POSITION SUMMARY:


The Support Center Supervisor will be responsible for the day to day performance of the support center representatives within their assigned team ensuring assigned accounts are running efficiently and to clients standard.

DUTIES & RESPONSIBILITIES:

Plan and review procedures and improvement processes

Accountable for delivering Key Performance Indicators measures to support center staff

Handle daily performance feedback

Ensure regular communication to support center staff as provided by Support Center Manager and Human Resources

Daily interaction and follow-up on work orders with support center staff

Monitor real-time performance management, communications and discipline as shared with Support Center Manager

Coordinate resources for team projects and initiatives 

Continually learn all customer business rules and understand all work flows to ensure positive productivity in the support center

Take overflow and escalated phone calls as needed


Requirements

SKILLS & QUALIFICATIONS:
Knowledge, Skills & Abilities:


Excellent communication, interpersonal and coaching skills

Ability to motivate team members

Excellent organizational and analytical skills

Ability to prioritize job functions


 

EDUCATION & EXPERIENCE:


2-5 years of leadership experience in customer service

Working knowledge of Operational Metrics and SLAs

Previous experience as a call center supervisor preferred

HS Diploma, two or four year degree preferred

Categories

Posted: 2019-10-18 Expires: 2019-12-17

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Customer Support Supervisor

CBRE
Phoenix, AZ 85003

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