Technical Assistance Centre Supervisor - speaking fluent Eng

• 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 team\'s 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.