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Supv Tech Support - orlando, florida

Supv Tech Support - orlando, florida


Ad id: 2401179605372571
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Job Requisition ID: 2585
OVERALL RESPONSIBILITY (3:5 sentences):
The Technical Support Supervisor will report directly to the Manager of Technical Support. In accordance with published policy, they will work with the Technical Support Specialist, Technical Support Senior and Technical Support Lead groups to ensure that all incoming customer issues are reviewed and resolved or passed to the appropriate group within scheduled time frames. The Technical Support Supervisor role will serve to focus the efforts of the Technical Support team to maintain productivity, efficiency and overall team performance as well as providing for continued career growth of the individual Technical Support personnel. This role will be responsible for daily monitoring of Technical Support operational indicators and maintaining adequate staffing to deliver on divisional support goals in accordance with published departmental guidelines.
PRIMARY ACCOUNTABILITIES Time:/h1:
1
Assign and schedule personnel to various tasks in relation to contact center support operations. This includes monitoring performance indicators and individual activity levels to deliver optimal operational performance.
55
2
Review and evaluate work of Technical Support staff and prepare Quality and Performance Reviews for enhancement of staff abilities. Work with Escalation Managers and Technical Support Leads to identify training opportunities and to schedule indirect operational activities to strengthen staff skill level and expertise. Escalate staff or productivity issues to Director of Technical Suport as needed to maintain operational excellence.
15
3
Work with Escalation Managers and Technical Support Leads to prioritize work to ensure delivery of goals within specified time frames.
10
4
Communicate and provide reporting as needed with the Escalation Manager(s) and Technical Support Lead(s) on the progress and/or status of assigned tickets and personnel assigned to work.
10
5
Work with Director of Technical Support to provide reporting and analysis for volume forecasting, staffing models and annual budget. Provides team reporting for executive management.
5
6
Continue to develop in:depth industry knowledge of contact center dynamics and personnel management practices.
3
7
Other projects and duties as assigned.
2
Total 100
SKILLS/COMPETENCIES REQUIRED
MANAGEMENT/FINANCIAL ACCOUNTABILITIES:/h1:
:Proven strong organizational, problem solving, planning and reporting skills.
:Experience with advanced technical concepts.
:Strong multi:tasking ability.
:Outstanding written and verbal communication skills.
:Must be able to work with minimal supervision and supervise others.
:Must be able to deal with multiple facets of contact center operations including scheduling, monitoring and directing staff in assignment of tasks.
:Demonstrate good personal and interpersonal time management skills.
:Demonstrate ability to delegate and monitor performance to deliver results.
:Demonstrate ability to direct and steer immediate staff to deliver on assigned goals.
:Demonstrate ability to develop process flow and suggest improvements across Customer Experience group to improve delivery of results.
EDUCATION and EXPERIENCE:/h3:
Required:
:2 : 4 year degree in a computer related field is desired
:Minimum 2 years experience in the Information Technology field.
:Minimum 2 year experience in contact center environment.
:Minimum 2 year experience in personnel management.
Preferred: Elements that are still directly related to the job but co

Source: http://www.tiptopjob.com/jobs/62333394_job.asp?source=backpage


 
 
 
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Last Updated on: September 22, 2017
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