Supervisor, Technical Assistance Center
Hargray Communications Group, Inc.
Job Info
Are you looking for a career where time flies by and you are continually learning? Do you enjoy working in a fast-paced environment and delighting customers? Then you should join Hargray as a Technical Support Supervisor!
General Description of Position:
Must be an excellent multi-tasker, combining the ability to lead and coach agents, handle challenging customers, readily shift priorities, prepare management reports, ability to drive resolution until customer satisfaction and lead call center initiatives while ensuring that service level and quality objectives are achieved
Duties & Responsibilities:
- Meet or exceed key performance metrics and overall company goals.
- Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. Manages daily activities and sets personnel performance goals accordingly
- Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance
- Manages, analyzes, and controls expenditures of the support center to meet budgetary requirements
- Develop workflows for increased proficiency and customer delight while handling business & residential troubles
- Communicates independently, effectively, clearly and professionally with agents, managers, supervisors, and employees to establish and maintain considerate and cooperative relationships
- Assists other departments as required to ensure the prompt response to service, including extreme work overloads during special circumstances.
- Helps define customer requirements and expectations and be able to discuss how to integrate and migrate customers to new technology with existing customer premise equipment (CPE). Provides training assistance for new employees; participates in cross training.
- Performs other related duties as assigned to ensure effective operation of the department and the Company.
Minimum Qualifications:
- High school diploma or equivalent 2 years of similar work experience
- Must have the ability to understand broadband service offerings (Cable modems, Digital Subscriber line and Fiber to the Home) and effectively communicate that technology to customers.
- Must be a self-starter able to work without close supervision and to think independently.
- Proficient in personal computer use with good keyboard skills. Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.
- Regular, consistent and punctual attendance.
- Must be able to work nights and weekends, variable schedule(s), Holidays and overtime as necessary.
Additional Qualifications Desired:
- Experience in the Telecommunications industry supporting voice, data and video services.
- Experience diagnosing PC hardware, software, operating system and cable modem and cabling issues.
- Familiarity with basic Telco terms and infrastructure
- Prior call center experience highly preferred.
- Excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC.
- Knowledge of Service Order and Billing process.
- Experience with different Applications Sales or upselling experience.
EOE/Disability
This job has expired.
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