TSC Supervisor Job at Chamberlain Group
Chamberlain Group is a global leader in access solutions with top brands, such as LiftMaster and Chamberlain, found in millions of homes, businesses, and communities worldwide.
As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by our myQ digital ecosystem.
This role is within CGI's Customer Experience and Technical Support function. A successful incumbent is expected to (i) Monitor Representative activity and performance; coach Representatives to drive improvement and achievement of KPIs, including process and procedural compliance as well as customer interaction and (ii) Ensure team’s achievement of KPIs including but not limited to customer satisfaction and service levels, ensuring satisfactory audits and meeting departmental budgetary goals. Education requirements include: High School Diploma or GED Equivalent; Experience requirements include: 5+ years of experience in a contact center environment.
Supervisor I, Technical Support Essential Duties:
- Monitor Representative activity and performance; coach Representatives to drive improvement and achievement of KPIs, including process and procedural compliance as well as customer interaction
- Ensure team’s achievement of KPIs including but not limited to customer satisfaction and service levels, ensuring satisfactory audits and meeting departmental budgetary goals
- Handle escalated customer calls and customer complaints with a focus on turning negative situations into positive outcomes for customers
- Create and update procedures that agents use to perform their functions
- Ensure a quality presentation of company products and services
- Lead and participate in cross-functional teams to investigate analyze and make recommendations to Contact Center Operations Manager on current strategic or operational issues
- This position requires regular and predictable on-site attendance and the ability to work the particular shift and/or schedule to which you are assigned, as well as additional hours as needed.
- Protect CGI’s reputation by keeping information confidential
- Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies
- Contribute to the team effort by accomplishing related results and participating on projects as needed
- Motivate and lead a high performance team by attracting, developing, engaging and retaining team members
- Drive the performance management and compensation processes by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company’s policies
- Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications
- Lead and motivate individuals and teams to create a workplace culture that is consistent with the CGI mission, vision and values.
Supervisor I, Technical Support Qualifications:
- High School Diploma or GED Equivalent
- 3+ years of experience in a contact center environment or equivalent supervisory experience
- Strong verbal and written communication skills; proficiency in Microsoft Office Suite; strong typing skills
- Ability to coach, train, motivate employees and evaluation performance
- Mechanical and logical aptitude
- Preferred Qualifications - 2+ years of College or Technical School, Formal or informal management experience, Working knowledge of Six Sigma
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We're an organization who values its human capital and provides support to assist its employees succeed.
Chamberlain Group is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discriminations or harassment.
Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence
Recruiting@Chamberlain.com
.
NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers via email or phone or other methods.
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