Technical Support Supervisor GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The Technical Support Department is dedicated to delivering a superior service experience to each of our customers, whether external or internal. The Customer Service team offers 24/7 service support on a wide range of issues from general billing and financial services to technical support. In alignment with our company?s core values, we strive to achieve this while always keeping quality, controlled growth, and cost saving measures in mind.
About the Job
As our Technical Support Supervisor, your primary responsibility will be to supervise a staff of up to 10 to 12 non-exempt employees by providing necessary coaching and leadership for the team. Your ability to optimize productivity and efficiencies in departmental processes through personnel management will be the key to your success as we manage fluctuating daily call volumes and complex issues. As you work closely with our training and QA departments as well as call center management, your insights and recommendations will serve as their compass for implementing performance and process improvement initiatives.
Supervise a team who is responsible for the day-to-day performance of the Technical Support Department.
Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
Monitor performance of direct reports pro-actively in an effort to provide the appropriate level of direction and development necessary to assure a high level of performance against defined/measurable goals achieved.
Assure all Company and functional policies as well as standard operating procedures are adhered to.
Work closely with direct reports to promptly address any issues to assure compliance and operational efficiency.
Serve as an example of effective leadership for Technical Support Representatives throughout the organization.
Demonstrate high standards of professionalism and integrity.
Recommend technical support training curriculum, and assist in the interviewing, selection and training of new hire Technical Support Representatives.
Assess the learning curve of the new Technical Support Representatives, tracking progress against established checklists and training requirements.
Provide solutions to support customers efficiently by troubleshooting wireless network problems or local number portability issues in accordance with defined targets and procedures.
Act as liaison between technical support team, internal departments and engineering staff.
Conduct team meetings, coaching, counseling, and performance management on a regular basis.
Collaborate with other departments to identify issues and trends.
Monitor performance against the key performance indexes.
Report regularly to management regarding trends or changes to the tactical plan to ensure successful performance. Effectively communicate changes to direct reports.
Must be flexible to work various shifts including evenings, holidays, and weekends.
Associate?s Degree in Business or related field; or minimum five (5) years relevant experience in a technical support department in lieu of degree.
Minimum of two (2) years of supervisory experience to include managing performance, attendance, projects and/or multiple priorities required.
Minimum of one (1) year of call center experience.
Education: Bachelor?s Degree in Business or related field
Four (4) years of call center, Technical Support supervisory/management experience
Three (3) years of experience within wireless or telecommunication industry
Excellent planning, organizational, and conflict management skills required, as well as, oral and written communication skills
Advanced knowledge of Microsoft Office applications, including Excel required
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
||Carlsbad, CA |
THIS JOB HAS EXPIRED