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