Technical Support Supervisor

US-MI-Ann Arbor
FLSA Status
Exempt
Type
Regular Full-Time

Mission

Responsible for managing a team of Technical Support Representatives, and Senior Technical Support Representatives in a help desk environment which includes direct client contact for issues of a highly technical nature.   Ensures stated service and efficiency goals are met.

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Position 80s

Manage a team of 10 technical support representatives to ensure complete coverage of the call center. Achieve KPI targets while continually looking for ways to improve upon them.

 

  1. Supervise team of 10 TSR’s
    1. Professional development of associates
    2. Scheduling the call center to ensure adequate coverage for demand
  2. Ensure Call Center KPI”s are met:
    1. Achieve customer survey scores of 92% or above
    2. Achieve a minimum 80% service level for customers calling for support
  • Team achieves 0:16:45 talk time or less
  1. Manages and actively participates in projects relating to increasing efficiency and effectiveness of staff

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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