This position is no longer open for applications

Position Description: 

The Technical Support Supervisor assists in overseeing the day-to-day operations of the Contact Center activities. This includes managing, monitoring, coaching, and developing assigned Contact Center agents to provide best-in-class service, execute their tasks, and achieve Contact Center goals and objectives.

The supervisor group will be an integral part of building the DX Organisation and directly help to establish the technical support teams and processes whilst supporting the evolving customer care journey.
The supervisor will connect with commercial teams in their markets and act as an elevation point for any issues.
Part of the role will be technical therefore the supervisor will also train as a technical support representative and balance team management with on the phone technical support activities.
Supervisors will be expected to participate in technical support projects and related work.

Major Duties and Responsibilities – including but not limited to:

Contact Center Performance

• Plan, budget, lead change and manage/motivate a technical staff to ensure service levels and goals are met.
• Participates in the interviewing and selection process for internal and external applicants.
• Participates in the Quality Assurance process by monitoring and scoring calls.
• Monitors and manages call volume. Utilizes call center metrics to schedule staff and monitors attendance to ensure appropriate phone coverage in order to maintain a high level of service
• Manage and upgrade call center telephony, CRM, expert systems and productivity tools.
• Act as the technical support point person for key accounts and escalations.
• Review and escalate customer complaints in collaboration with the QA department to ensure adherence to regulatory requirements.
• Contribute to product development activities by articulation of product specifications, preparing and reviewing technical documents and providing the Voice of Customer.
• Supervises call center staff, Technical Support Representatives, and Technical Support Administrators.

Develop Colleagues

• Executes call monitoring, coaching and training initiatives, as needed
• Responsible for carrying out performance measurement and evaluation of direct reports to ensure performance goals are met/exceeded.
• Prepares and delivers performance appraisals, individual development plans and performance improvement plans (if needed) to direct reports
• Actively participates in and/or facilitates Department/Company meetings
• Ensure agents are adequately trained and have the necessary support, knowledge and tools to accomplish their goals. Includes partnering with Product Specialists, Trainer, L&D colleagues to identify training needs and develop training to enhance staff production
• Work with supervisory and specialist colleagues in creating and ensuring Contact Center procedures are updated and appropriately communicated to agents

Operational Activities and Continuous Improvement Initiatives

• Continually evaluates work output and processes for direct reports and across the Technical Support team to ensure alignment, overall effectiveness, and to identify improvements for the business and the customer
• Assists in management of contact center-related projects
• Effectively balance contact center activity with other business needs.
• Perform other tasks as assigned

Additional Skills

• Language Ability: Ability to read general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Active Listening: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Math Ability: Basic math skills required.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer and Equipment Skills: To perform this job successfully, an individual should have working knowledge and experience with basic computer programs such as Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Presentation Skills: knowledge of media production, communication, and dissemination techniques and methods.  This includes alternative ways to inform and present via written, oral, and visual media.
• Administration and Management: Knowledge of and experience with business management, strategic planning, resource allocation, production methods, leadership techniques, and coordination of people and resources.
• Personnel Management: Skilled at developing, motivating, and directing people as they work and identifying the best people for the job.
• Technical support for customers.
• Project management of setup of technical support.
• Some travel may be required.

Competencies:

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - Writes clearly and informatively; able to read and interpret written information in English.
• Problem Solving - Identifies and resolves problems in a timely manner; uses reason even when dealing with emotional topics.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; can manage own time; completes tasks on time or notifies appropriate person with an alternate plan.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Ethics - Treats people with respect; works with integrity and ethically
• Adaptability - Adapts to changes in the work environment
• Attendance/Punctuality – Is able to manage normal business hours and shifts needed for the role.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions.
• Mental toughness – Maintains composure, keeps emotions in check, controls anger, and avoids aggressive behavior, even in very difficult situations.
• Ability to work and manage teams remotely