Support Services Supervisor Position Available In Mecklenburg, North Carolina

Support Services Supervisor 2.3 2.3 out of 5 stars 851 Blairhill Road, Charlotte, NC 28217

Position Objective:

We are seeking a dedicated and experienced Support Supervisor who will lead by example and oversee the efficient operation of our customer support team. The ideal candidate will be responsible for ensuring adherence to schedules, addressing employee absences, and identifying training needs. With a focus on maintaining high standards of service delivery, the Support Supervisor will provide ongoing coaching and resolution of technical and non-technical issues, conduct regular performance evaluations, and participate in people-related activities. The successful candidate will play a key role in driving continuous improvement within the team and ensuring customer satisfaction.

Summary of Position:

The Support Supervisor role is responsible for setting an example for the team by arriving early for shifts and overseeing a team of Tier 1 and 2 Support agents. Duties will include reviewing and analyzing employee performance metrics, ensuring adherence to designated shifts and break times, and addressing absences according to company policies. Additionally, this role will be responsible for identifying training needs, providing ongoing coaching, and participating in people-related activities such as performance reviews and goal setting. This role will be required to extend leadership by handling customer service issues, conducting weekly team meetings, and assisting with inbound traffic. The successful candidate will demonstrate expertise in client technology and systems, along with a commitment to continuous improvement and providing exceptional service.

Responsibilities:

The Support Supervisor position will require experience performing the following: Set an example to team by arriving 10-15 minutes early for each shift Overseeing a team of Tier 1 and 2 Support agents Review, analyze and execute regular employee performance metrics. Supervises reporting employees to guarantee adherence to their designated shifts and break times. Keeps track of reporting employee absences and addresses frequent absences and patterns according to our employee handbook and disciplinary procedures. Checks and processes PTO/Sick/Float Holiday requests in HR system. Identify training needs of reporting employees and request training courses for those employees as needed, by utilizing VeloGrow. Must be an expert at all supported client technology and systems. Regular ongoing training should be administered to ensure employees are always on top of any changes or stay fresh with existing clients. Provide ongoing coaching and resolution of technical and non-technical issues including employee relations issues, client feedback and management feedback. Review, analyze and execute regular employee performance metrics by conducting 1:1 meetings with each direct report at minimum, every 2 weeks. This includes completing coaching and documentation as outlined in the VeloGrow training and uploading documentation to SharePoint immediately following. Explain in depth to the employee where they have excelled and where their weaknesses are. Identify habits or patterns that may be causing low performance and provide suggestions on how they can improve. This may include listening to calls to identify failing points on call quality. With bi-yearly formal written evaluations. Participate in people-related activities including performance reviews, career management and goal setting for all assigned employees in partnership with upper management and Human Resources. Handling customer service issues that have not been resolved at the first and second tiers of support. Conduct weekly team meetings to review team performance and to address areas for team improvement and to provide any company updates and/or news. Review Delinquent Ticket report regularly to ensure delinquent tickets are processed the same day; reassign as necessary. Review Kickbacks and coach agents as needed. Work on Survey Callback queue regularly to contact customers who have let negative feedback and to provide agent coaching as needed. Partnering with other departments including depot, project services and development to resolve issues in a timely manner that are impacting clients. Attend regular management meetings to discuss areas of improvement, provide recommendations, and implement recommendations, as necessary. Show leadership by taking calls and performing other tasks that would be considered a tier 1 and/or tier 2 task when call volume is high. The expectation is for all Supervisors to handle at least 10 inbound calls per month. Assist with inbound traffic overall, which includes responding to chats, emails, completing “Depot Review” tickets, taking inbound calls as previously mentioned, taking escalated Supervisor calls, working “Pending Support Update” and “FXG Helpdesk” tickets, and tickets that are assigned to agents who are absent from work. Assist Video Review by striving to review at least 200 videos per day. Meet and follow the Guidelines and Expectations of both the Support Center in general, and that of a Support Supervisor, as outlined in the Support Desk Daily Expectations and the

Support Supervisor:

Guidelines and Expectations. Perform any additional duties as required, beyond the regular job responsibilities, as assigned by management.

Required Education & Experience:

Previous Supervisor experience in a Call Center or Help-Desk environment or equivalent professional environment. Ability to provide feedback and coaching to Support Specialists to ensure support standards are consistently upheld. Ability to analyze performance metrics and execute upon recommendations and solutions to maximize performance of staff members. Working knowledge of fundamental operations of relevant software, hardware, and other equipment. Knowledge of relevant call tracking applications. Knowledge and experience of best customer service practices. Related experience and training. Ability to learn and adapt quickly. Problem analysis and problem-solving skills. Ability to plan and organize multiple tasks simultaneously. Ability to handle stress. Must be able to provide specific directions with attention to detail; must be conscientious. Strong interpersonal skills. Excellent listening, verbal, and written communication. Ability to interact with all levels within the organization. Fluency in Spanish a plus.

Working conditions:

Some travel may be required. Must be open to work weekends and nights to provide supervisory coverage in a 24/7 environment. Shift hours would be 3pm – 12am 851 Blairhill Road, Charlotte

NC 28217

This position will be provided with a desktop and laptop. Dress is business casual