Technical Assistance Centre Supervisor

Responsibilities


• 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.
• Develop contests, awards and themes that increase agents loyalty and focus.
• Produce a monthly "status report" outlining your teams performance and growth.
• Attend monthly meetings with other departments as needed to review call center operations. Specifically meet with at least the following teams
• Produce performance reviews as established by the Post Sales Support Manager.
• Create effective channels of agent feedback.
• Perform other duties as required.