Technical Assistance Centre Supervisor

Publicado en: Empleo: Atención al Cliente en Hoofddorp
Última actualización: 20/10/09

Manage a team of 10 to 15 Tier I & Tier II technical support representatives.
Lead development and implementation of best practices, technology, and solution to achieve operation excellence and customer support availability 24/5.
Identifies and resolves system and procedural problems by networking with other departments' world-wide, participating on task forces and recommending policy changes.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Recruit new staff and schedule existing staff to meet service level objectives.
Produce a monthly "status report" outlining your team's performance and growth.
Attend monthly meetings with other departments as needed to review call center operations.
Produce performance reviews as established by the Post Sales Support Manager.
Create effective channels of agent feedback.

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