Client Support Supervisor Active Network

RESPONSIBILITIES include the following, other duties may be assigned:
Assists in maintaining high level of employee morale by leading by example, exhibiting a positive disposition and interacting in an ethical manner.
Manages weekly time scheduling of staff, reviews and approves time detail, calculates overtime and shift premium hours.
Reviews employee actions (including but not limited to) attendance, performance, Company policies and procedures compliance, productivity, and quality assurance. As appropriate, communicates related information to upper management.
Provides client resolution to issues in accordance with service level agreements.
Meet with staff regularly to review progress and set new goals.
Participates in employee performance oversight including conducting performance reviews per The Active Networks cycle and conducting progressive discipline process as necessary.
Manages Service Level Agreements (SLAs) for National Recreation Reservation Service (NRRS) and other clients.
Understands key client SLAs and support SLA tracking and reporting.
Supports ReserveAmerica contracts and remain current on the requirements of each.
Assures support tool case notes are updated real-time with all information appropriate to the resolution of the issue, including the steps taken to research the issue, current actions, definition of next steps.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Excellent interpersonal communication skills required with abilities to resolve issues in a fast paced environment and to motivate others by possessing a positive disposition.
Needs to be adaptable and possess solid organizational and time management skills.
Proven record of possessing excellent leadership skills.

JOB POSTING PROCEDURES
1.1 Staff may apply for positions if they have successfully completed their probationary period in their current position.
1.2 Staff should submit their application to Human Resources along with a resume which details why they should be considered for the position.
1.3 Only staff meeting the minimum requirements of the position will be granted an interview.
1.4 All internal applicants must inform their current Manager before an interview will be granted by the Hiring Manager.
1.5 All internal applicants will receive an explanation regarding their status relative to the position once a decision has been reached.

Location:	Ballston Spa, NY United States