Customer Support Supervisor

Job Number:

22-00239

Location:

Columbia, SC

Onsite Flexibility:

Onsite

Job Description

Qualifications:

  • Bachelor’s degree in business or related technical discipline
  • 3-5 years team lead or team support experience, including supervisory experience
  • Proven organizational skills and demonstrated abilities to establish priorities and self-direct
  • Willingness to take initiative
  • Ability to work under pressure and exercise sound business judgement
  • Strong customer service orientation, desire to embrace technology as a means of improving service

Responsibilities:

  • Serves as a supervisor/team leader for customer-facing analysts charged with providing high-quality and timely support to external and internal customers
  • Co-administers the company OLA reporting and manages the OLA process
  • Directly supervises Customer Service Center (CSC) analysts to include being responsible for their development plans, training/professional development, and annual reviews
  • Evaluates and oversees departmental call/case quality by completing a minimum of 40 case/call evaluations per month
  • Monitors, documents, and coaches the progress of non-performing CSC analysts through the defined evaluation process
  • Serves as a core support services employee under the short term emergency plan (STEP) and is available to provide support when the company operates under this plan
  • Writes, reviews, and approves quality email communications prior to distribution
  • Coordinates annual customer service week activities for the team and quarterly team building events
  • Provides daily reporting as required and documents support impacting issues
  • Provides backup on-call support on a rotating basis
  • Serves as the operational/phone SME for CSC
  • Acts as local CSC Mitel administrator to include tasks such as validating system performance, performing routine tests of functions/features, ensuring operational efficiency (patch testing), analyst setup, permissions management, reports development, and oversight of Mitel add-ons
  • Ensures/oversees the business recovery plans for CSC to work remote
  • Reviews/leads required updates and/or new standard operating procedures to ensure all are current
  • Oversees departmental development for CSC and personal development
  • Attends classes and conferences related to customer support and its processes and/or leadership/management
  • Attends training geared towards self-development and management
  • Oversees the CSC onboard training function and new hire training process

Location: Hybrid schedule – in Columbia, SC; will need to work onsite Tuesday, Wednesday, Thursday.
22-00239
Customer Support Supervisor

TM Floyd & Company offers a generous array of benefits, depending on the length of assignment. We also offer a referral bonus of up to $1,000. Ask us for more details!

TM Floyd & Company participates in E-VERIFY
AAP, EEO

Job Application

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