Junior Technical Support Supervisor - Port Washington, United States - Agilant Solutions

Description

Job Type


Full Time
Location


PW
Department


Service Desk
Reports to


Contact Center Manager in PW, IL
Position Summary

As our Junior Technical Support Supervisor, you must also have excellent customer service and communication skills.

They must set the standard for customer service and ensure all analysts are striving toward improving service and customer support.

They should achieve this by developing, implementing, and maintaining effective internal and external Quality Assurance (QA) programs which foster continuous improvement and exceed Service Level Agreement (SLA) performance.

They will also work closely with internal IT to maximize all call center systems.

Job Requirements

• Create and implement call center strategies and operations; improve systems and processes as well as managing call center staff to ensure maximum efficiency and productivity to provide the best possible customer service.
• Addressing and resolving complex issues escalated by call center representatives.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identifying and evaluating stateoftheart technologies; contributing information and analysis to organizational strategic plans and reviews.
• Collaborate with IT support staff to minimize operational impact of technical issues.
• Maintain uptodate listings of call center staffing rosters, and queue assignments, to meet all reporting requirements.
• Delegate tasks and set deadlines for analysts.
• Ensure analysts comply with company rules and procedures.
• Listen to team members' feedback and resolve any issues or conflicts.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Preparing and presenting call operation reports to upper management by collecting,

analyzing, and summarizing data and trends.

• Responsible for training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; and communicating job expectations.

Skills:

• Some call center experience required; we will provide training for the selected applicant.
• Demonstrated competence to assess priorities and manage a variety of activities in a timesensitive environment and to meet deadlines with diligence and quality collaborative, with strong focus on teamwork.
• Excellent organizational and leadership skills with a problemsolving ability
• Computer skills in Microsoft Office
• Excellent people skills
• Demonstrated maturity and judgment.
• Must be able to learn and support new and quickly changing technologies.
• Ability to research solutions or information regarding technical issues.
• This position requires handling confidential information in an appropriate manner.

Compensation

• Up to $22.25 an hour
• Health, Dental, and Vision Insurance
• 401(k) retirement plan
• Life Insurance
• 16 days of PTO and 10 Paid Holidays
• Lunch is provided every Friday.

Equal Opportunity

Agilant Solutions, Inc is proud to be an Equal Employment Opportunity and Affirmative Action employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

All employment is decided based on qualifications, merit, and business need.


Pay:
$ $22.00 per hour

Expected hours: 40 per week


Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Port Washington, NY 11050: Relocate before starting work (required)

Work Location:
In person