Adecco Direct Hire is currently recruiting on behalf of its client for the job of Tech Support Supervisor. You will be responsible for hiring, training, coaching, disciplinary actions, performance evaluations. You, as a leader, will be responsible for a team of call center professionals who are providing technical support, which includes troubleshooting technical issues and addressing outages.
Assign work to staff to ensure timely and effective response to the customer
Oversee problems and resolutions in order to determine trends, problem support areas, etc.
Provide ongoing training, coaching and mentoring whether it's operational, troubleshooting techniques or new/updated hardware and software.
Review resolutions in order to ensure efficiency
Follow up with customers as needed to ensure that their problem is being addressed
Maintain and monitor call center reports
You will have:
Bachelor's degree or equivalent education/experience
Minimum three to five years' technical supervisory/team lead experience in a busy call center
Knowledge and understanding of call center terminology (automatic call distribution, average handle time, average talk time, wrap time, etc.)
Five plus years' experience within the cable/wireline industry
Excellent communication skills and customer service delivery
Knowledge of MS Office as well as billing systems
Qualified candidates, please email resume to email@example.com for immediate consideration.
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