We are searching for an experienced Business Support Center Supervisor at our Palmer HQ facility.
Primary Duties and Responsibilities:
Under the direction of the Director of Sales & Support, the Business Support Center Supervisor manages the day to day activities of the Business Support Center operations. Primary responsibilities include the hiring, training, scheduling, and career development of staff to provide an excellent customer experience. Monitor and ensure support center staff are appropriately engaged and resources are utilized in an effective efficient manner. Ensure continuous improvement is provided to subordinates through call coaching, process training, mentoring and performance tracking. Closely monitor network trends to improve internal processes for delivery of services. Coordinate with other departments in developing policies to simplify and improve service delivery.
SPECIFIC TASK DESCRIPTION
Assist the Support Center Supervisor in identifying optimum staffing levels to facilitate operational goals and objectives.
Assist the Support Center Supervisor in preparation and forecasting of the annual budget by identifying anticipated budgetary needs for the upcoming year, then proactively monitoring financial reports to ensure compliance.
Hire, coach and mentor staff and prepare performance evaluations within specified time frames.
Ensure Business Support Center Agents are adequately trained and identify future training needs to provide an excellent customer experience.
Maintain scheduling of agents and technicians to support changing business needs driven by customer call volume and advancing services and technology.
Document, track and monitor call volume and troubles to ensure timely resolution and that an excellent customer experience is sustained.
Identify, analyze and report on trends for call volume and employee performance which are used to establish staffing levels, conduct employee performance audits and focus training resources where needed.
Identify the need for counseling or disciplinary actions and make recommendations to Manager regarding performance improvement plans and/or progressive disciplinary actions.
Authorize, review, and approve purchase card expenses of subordinate employees according to company policy.
Ensure Business Support Agents are meeting established performance measurements and addressing deficiencies in a consistent and timely manner.
Create and manage escalation procedures while ensuring established service levels are being maintained.
Approve leave requests and ensure accurate and timely submission of employee timesheets.
Work with escalated customers to quickly resolve their problems and issue refunds or credits as appropriate.
Convey technical procedures and directions to our customers in common terms.
Purchase office and administrative items to include incentives and training support.
Perform other duties as assigned.
Post-Secondary Degree in an IT discipline preferred. Complete achievement of the above-mentioned specification may not be required if, in the opinion of the MTA hiring manager, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimation of future potential.
Minimum of three years of experience in progressive technical support environment or telecommunications industry preferred
Minimum three years of Internet and PC experience with advanced knowledge and understanding of networking and personal computer hardware, preferred. This includes a strong knowledge in the principles and operations of computer systems and related peripheral equipment.
Documented proficiency in the operation of personal computers, utilizing word processing spreadsheet, and database management software programs (e.g. Microsoft Office Suite).
Solid understanding of Internet threats such as worms, virus’s, hacks, Trojans, hijackers that could affect our customer’s ability to utilize our product.
Ability to act as point of escalation for customer trouble resolution.
Ability to maintain knowledge of current computer technology and learn new technology.
Ability to communicate professionally, accurately and effectively, both verbally, written, as well as on the telephone.
Ability to understand and respond to customer inquiries in an effective and courteous manner.
Ability to convey technical procedures and directions in layman’s terms.
Proficiency in operating systems, including Windows, Macintosh, Internet Explorer, Firefox, Netscape Navigator, Safari, various Email, FTP, Web Design and connection programs.
Understanding of, sensitivity to and respect for the diverse economic and cultural backgrounds of the company’s customer base.
The ability to work in a team environment.
full (PDF) job description available upon request
Employment Type: Full - Time
Compensation Type: Annual Salary
MTA is an Equal Opportunity Employer. MTA offers competitive compensation, health insurance, 401(k) plan, annual leave, and more. A complete job description is available upon request. Qualified individuals should apply online here :