Job Opportunities

Customer Support Supervisor

KG Workforce Solutions
Published
June 30, 2022
Location
Columbia - hybrid, South Carolina
Job Type

Description

KG Workforce Solutions is recruiting for a Customer Support Supervisor in Columbia, SC.

The Customer Support Supervisor oversees the support functions of the call center and serves as the first point of reference for customer-facing analysts.

  • Excellent benefits
  • Competitive pay
  • Collaborative and fun culture
  • Training and development opportunities
  • Generous PTO and holiday leave
  • Retirement with employer matching

Duties & Responsibilities:

  • Serves as a Supervisor/Team Leader for customer support analysts charged with providing high quality and timely support to external and internal customers
  • Manages SLA and scorecard metrics, ensuring performance goals are achieved
  • Responsible for customer support analysts’ development plans, training/professional development, general supervision, and annual reviews
  • Evaluates/Oversees departmental call/case quality by completing a minimum of 40 case/call evaluations per month.
  • Monitors, documents, and coaches the progress of non-performing customer support analysts through the defined evaluation process
  • Serves as a Core Support Services employee under the organization’s Short Term Emergency Plan (STEP)
  • Coordinates Annual Customer Service week activities for the team and quarterly team-building events
  • Daily reporting as required, documents support impacting issues
  • Provides backup on-call support on a rotating basis
  • Serves as the Operational /Phone SME for CSC
  • Acts as local CSC Mitel administrator to include tasks such as validating system performance, performing routine tests of functions/features, ensuring operational efficiency (Patch testing), partners with assigned TSO, analyst setup, permissions management, report development, and oversight of Mitel add-ons such as TelStrat/Bright Metrics
  • Manages the OLA process and reporting
  • Ensures/oversees the business recovery plans for CSC to work remote
  • Monitors call, email, and assystNET to ensure analysts are available to meet the demands of our customers
  • Actively monitors calls and coaches staff on-call support procedures
  • Serves as a Lead Analyst on Axios and Mitel projects
  • Complies with standard project management guidelines and works to ensure adequate training in advance of project implementations
  • Reviews/leads required updates and/or new SOPs

Requirements:

  • Bachelor’s Degree in Business or related technical discipline
  • 3+ years’ team lead or team support experience including supervisory experience
  • HDI Team Lead Certification preferred
  • Proven organizational skills and demonstrated abilities to establish priorities, self-direct and willingness to take initiative, work under pressure, and exercises sound business judgment
  • Strong customer service orientation, desire to embrace technology as a means of improving service
  • Authorization to work for any employer in the US without current or future sponsorship

This position offers a hybrid onsite/remote schedule (M and F remote).

 

 

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KG Workforce Solutions  |  803.470.2006  |  info@kgworkforcesolutions.com
P.O. Box 96    Lexington, SC 29071
3214 Leaphart Rd.    Suite AA    West Columbia, SC 29169
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