Customer Technical Support Supervisor

Description

Position Overview

Under the direction of the Director of Customer Technical Support, the Customer Technical Support Supervisor will be responsible for and drive the performance of the Retail and/or Commercial Customer Technical Support (CTS) teams dedicated in serving our in-home and commercial customers in accordance with company policies and procedures. Responsibilities of the Supervisor include all elements of staff development including hiring, coaching, career pathing, and performance management in alignment with delivering outstanding customer experiences.

Responsibilities

• Arrive on time for schedule and be willing to put in extra time as needed to accomplish business goals

• Interview, make hiring decisions, and manage ongoing performance of NASG agents serving support teams and queues

• Coach and develop staff to help them achieve departmental and company goals

• Support staff with personal development in preparation for career advancement

• Monitor and drive individual staff performance and accountability in areas including schedule adherence, contacts, quality, etc.

• Hold Monthly 1x1s with direct reports

• Write and deliver Coaching Check-Ins

• Resolve escalated customer issues as needed

• Partner with NASG Training Coordinator to develop, implement and refine team training programs for new and experienced reps

• Work collaboratively with the global Technical Content Management Team; assist in the review and continual improvement of service manuals and technical resources

• Establish and maintain an open line of communication with sales staff

• Meet frequently with quality engineering to spot trends and identify additional documentation needs

• Responsible for the development and maintenance of the NASG Quality Assurance Program; driving behaviors consistent with a best-in-class customer experience

• Facilitate monthly Quality Review Calibration meetings with Team Leads to drive consistency in the delivery of a best-in class customer experience

• Facilitate weekly team meetings

• Create programs and feedback loops to build team morale

• Thinks critically to contribute to the ongoing continuous improvement of the department

• Make effective decisions considering the impact to the customer and company

• Participate in the strategic long-term planning process; provide insights for departmental success in coming years

• Interact with a diverse group of employees and service providers, adjusting the style to accommodate different communication styles

• In partnership department leadership, monitor phone/email/chat queues for volume and take action to adjust/maintain proper level of available reps vs. volume

• Maintain understanding of departmental performance as compared to established goals and be able to articulate a clear story to Leadership and other business units

• Develop plans for performance improvement when queues are not meeting KPIs

• Responsible for ensuring accuracy of timecards and approving them in a timely manner

• Special Projects as required

• Leads by setting a positive professional example

• Promote and maintain a strong team culture that drives morale and results

• Maintain confidentiality

Requirements

Education:

• Bachelor’s degree or equivalent work experience required

Experience:

• 3-5 years’ experience working in a multi-channel call center and customer service environment required, ideally in the fitness industry

• Demonstrated experience in team leadership, coaching, and management of both local and remote team members

• Experience driving KPI results with a customer service or support team

Other Requirements:

• Excellent written and verbal communications skills, especially as it relates to communicating with agents and customers

• Experience with systems or programs such as Microsoft Office, SAP, CRM, customer service ticketing systems, phone systems, reporting analytics

• Strong problem-solving and interpersonal skills

• Self-motivated, task-oriented, organized, analytical, tech-savvy, enthusiastic, and able to work independently

• Ability to work on site in rotation

• Approximately 10% travel to attend training or meetings

Skills

The successful candidate should possess the following skills/attributes:

• Exceptional communication skills, both on paper and in person

• Excellent planning and organizational skills

• Strong sense of initiative, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary

• Flexibility and willingness to work in situations of flux and in a fast-paced environment

• Performs work that is consistently accurate with demonstrated attention to detail

• Resilience, positivity, assertiveness, and professionalism when dealing with situations of adversity

• Unwavering attention to detail and commitment to world-class quality

• Personal commitment to continuous improvement

• Ability to resourcefully solve problems

• Ability to manage stressful situations; be able to accept criticism, be cooperative, and maintain calm demeanor while dealing with escalated customers

• Successfully manage effective interpersonal relationships with customers, vendors, and other departments

• Able to follow tasks to completion in a timely manner without sacrificing quality

• Great demeanor, ability to have fun, and interest in building a strong culture and high performing team

• Likes to be challenged, willingness to learn

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs