Customer Service Supervisor
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$74,000.00 - $83,000.00 /Year
This Customer Support Supervisor is responsible for the oversight of the support functions within the Customer Support Center. The position serves as a first point of reference for customer facing analysts charged with providing high quality and timely support to external and internal customers. This individual also supervises the Operational functions for ShoreTel administration, assyst by Axios administration, Oaisys administration along with basic hardware/software support. In this role, you will manage the Customer Support Center analysts, and serve as the primary project resource within the Customer Support Center and help ensure the continued development of the department as it evolves to meet the changing needs of the Bank and our associations.
Responsibilities: · Serves as a Supervisor/Team Leader for customer –facing analysts charged with providing high quality and timely support to external and internal customers. · Manages to green performance on CSC’s goals reported on the bank’s scorecard. · Evaluates/Oversees departmental call quality with a minimum of 40 evaluations per month and the progress. · Writes, reviews, publishes and approves quality email communications prior to distribution. · Provides Back-up on-call support as needed. · Ensures/oversees the business recovery plans for the Customer Support Center. · Serves as a Lead Analyst on Axios and ShoreTel projects. Also acts as local CSC ShorTel administrator to include tasks such as validating system performance, performing routine tests. · Ensures adequate training is delivered to Customer Support Analyst in advance of implementation. · Responsible for the personal and professional development of the team and direct reports.
Required: · 3-5 years team lead or team support experience. · BS Degree in business or related technical discipline. · Strong customer service orientation, desire to embrace technology as a means of improving service. · Proven organizational skills and demonstrated abilities to establish priorities, self-direct and willingness to take initiative. · Ability to work under pressure and exercise sound business judgment.
· HDI Team Lead Certification
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