Supervisor, Technical Support

Company: JAB Wireless
Location: Loveland
Posted on: January 26, 2023

Job Description:

General Summary The Technical Support Supervisor is expected to assist with the planning, maintenance and achievement of the Company''s contact center operational objectives. Essential Duties/Responsibilities Assist in coordination of all aspects of contact center operations Monitor productivity and quality assurance then provide appropriate feedback Monitor timesheets for accuracy Delegate work assignments, provide authority and appropriate resources Support and enforce Company policies and procedures Assist in development and monitoring of customer interaction models, procedures and response/escalation methodologies Act as a liaison for other departments regarding decisions and/or procedures Participate in the development and administration of the annual budget Solicit and apply customer feedback, foster quality focus in others, improve processes, products and services Interact with and research customers and vendors escalated issues Monitor caller queue and call volume Assist the management team with special projects Follow the Equal Employment Opportunity policy and Affirmative Action Plan Participate in departmental staffing and recruiting efforts Work requires weekend and/or evening work and some travel may be required Supervisory Responsibilities Contact Center Representatives Job Requirements 2 years in related contact center or customer/technical support and/or sales role required; 1 year of management experience preferred Proficient with Microsoft Office Suite and other job related software Strong ability to prepare, administer and analyze project budgets; review and make recommendations regarding budget issues and discrepancies Ability to analyze and define problems; calculate figures and amounts such as discounts, interest, commissions, proportions and percentages; basic understanding of debits and credits; prioritize work flow, multitask, meet deadlines and remain flexible Working Conditions Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Working conditions may include being in an open-shared cubicle/workspace area.

Keywords: JAB Wireless, Loveland , Supervisor, Technical Support, Other , Loveland, Colorado