Technical Support Supervisor

hace 2 semanas

San Luis Potosí, México ADI Global Distribution A tiempo completo

**JOB DUTIES:- Supervise technical service-related operations.- Ensure all team members are meeting performance and quality KPIs.- Perform Call Quality Assessments.- Follow up and coach team members about customer survey feedback- Reach out to Dealer Customers who provide detractor NPS/CSAT scores.- Oversee the work of technical support agents to ensure that all jobs are completed, assist with answering questions and take escalated phone calls- Monitor queues and track inbound calls, calls waiting, abandonment rate, etc.- Encourage and proactively coach and develop team members through career progression- Be familiar with a variety of the field's concepts, practices, and procedures- Keep track of team member attendance, PTO, weekly payroll and oversee team member’s daily schedules.Review daily metrics and help lead to the overall team goals**YOU MUST HAVE:- Hi technical competency and aptitude - Must be able to assess tech calls in competency and approach.- 2+ Years Excellent Leadership Experience within a contact center- 3+ Years Excellent Customer Service/Tech Support Experience- Prior experience with advanced usage of the **English **language inclusive of written and verbal communication.Must be able to work a rotating close schedule from 7AM to 6PM MDT.**WE VALUE:- 2+ Years Experience in Troubleshooting technical products (Smart Home, AV, Surveillance, and/or Networking products)- Experience using Microsoft Office Products, with intermediate capabilities in Microsoft Excel.- Experience with SAP, Salesforce or inContact- Experience with installing technical products (Smart Home, AV, Surveillance, and/or Networking products)- Strong knowledge of contact center performance metricsExperience coaching others in a contact center**WHAT'S IN FOR YOU**:- Great work environment and exceptional Resideo benefitsAbility to grow into different areas of the organization based on expertise and interest.LI-AA1LI-Onsite

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