Meets or exceeds all targeted tech support service levels by supporting and developing agents, monitoring and communicating the appropriate metrics, and implementing targeted process improvements.
Monitors and evaluates tech support metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.
Monitors calls to ensure positive customer experience.
Takes actions necessary to empower agents to ensure ownership for customer experience and ensure immediate issue resolution.
Advises agents on technical resolutions options.
Handles technical escalations.
Conducts formal employee performance reviews, establish development plans and as appropriate, initiate promotions, pay adjustments, disciplinary actions, and terminations.
Ensures proper training of agents for all new and existing products, tools, offerings and processes, leveraging available internal resources.
Develops all agents through skills assessment, call monitoring, coaching, feedback, and role modeling, both for current position and future career.
Leadership and team building skills.
People management and development skills.
Project management skills.
General understanding of business and business needs.
Interpersonal and communication skills.
General knowledge of product lines, technical knowledge.
Customer service skills.
6-8 years related experience.
At least 2 years of experience managing teams