Support Supervisor

Position: Support Supervisor

Department: Global Services

Location: Remote

Position Type: Full Time - Contarct

Reports To: Support Manager

Reporting to the Support Manager, the Support Supervisor is responsible for improving agent call and incident handling efficiency to meet all SLAs that GuestTek is contractually required to achieve. The Support Supervisor will facilitate this by holding daily reviews covering call stats, assisting agents to meet their expected KPIs, improving the overall effectiveness of the team, handling incoming escalation calls and emails and ensuring the reported issue is being managed in a timely and professional manner. This position includes working closely with various GuestTek teams including GNOC Agents, Product Specialists, Call Center Administrators, R&D, DevOPS, Net Eng, Sales and Global Services Management Team.

Key Responsibilities:

• Monitoring and coordinating the Support Center operations, which includes managing the Avaya call queues and incident queues to meet our customer SLAs

• Hold monthly meetings to review agent performance.

• Conduct monthly reviews with all direct reports on individual basis

• Ensure established guidelines are followed to provide quality service to customers

• Assist in the development continual improvement of a high performing team

• Enforce KPIs in accordance to individual & departmental performance requirements

• Respond, manage and own escalations from all levels of the organization as well as external clients; verbal and written

• Communicate effectively with all departments of GuestTek – Both verbally and written.

• Manage corporate clients with the assistance of our Client Account Management team.

• Create, Update, Resolve or Escalate incidents according to company policies and SLAs

• Write Incident reports with detailed lessons learnt to ensure we continue to improve as an organization

• Create CSIPs and follow up with individuals when required.

• Assess risks and issues, ensuring appropriate action is taken to mitigate/resolve escalations

• Adhere to company policies on attendance and use of phone codes

• Other duties as assigned

Requirements:

• Superior communication both verbal and written in English and good interpersonal skills

. Must be Fluent in English and Spanish.

• Demonstrated exceptional leadership skills

• Must demonstrate attention to detail and ability to work as part of a team

• Ability to understand and act upon all reports

• Proficient with the use of Microsoft Office, Avaya CMS as well as other internal GuestTek tools

• Capable of effectively coordinating employees – in both local and remote locations

• Ability to work shifts on a 24/7/365 basis including statutory holidays and weekends

Personal Attributes:

• Positive, “can-do” attitude

• Ability to work under pressure

• Results driven approach

• Proven ability to manage high profile customer escalation

• Motivated, reliable, and goal oriented with a proven dedication to customer care excellence

• Exceptional organizational skills, and the ability to multitask