System Support Supervisor at Neptune in Tallassee, Alabama

Job Description:

Position Summary

If you have leadership experience in a call center environment and have a real talent for managing performance and developing the careers of others, then we’d like to talk to you!

The System Support Supervisor is responsible for driving the performance of team members to meet client and organizational expectations, quality, and accuracy while maintaining team member engagement via sound management practices, consistent and fair coaching, and counseling practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Core duties and responsibilities include the following. Other duties may be assigned.

• Ensure adequate phone coverage within the call center regarding vacation requests, lunch hours, and departmental/company activities.


• Work with IT personnel in regard to maintaining the call center queues for scheduled trainings, weather-related delays, or departmental/company activities.


• Directly responsible for the supervision and real time support of call center team members. 


• Motivate and encourage team members through positive communication and feedback. 


• Monitor calls to observe team member demeanor, technical accuracy, and engagement. 


• Ensure minimum quality assessments are completed on each call center member. 


• Answer team member questions and take escalated calls when required. 


• Address disciplinary and performance opportunities quickly, consistently, fairly, and in accordance with organizational policy and process. 


• Ensure team member tools and support materials are accurate and operational. 


• Responsible for fostering a positive, constructive culture. 


• Ensure proper case management and escalation process adherence. 

Requirements

Education: Bachelor of Science in business or technical field

Experience: 2 years of call center supervision experience 

Skills: PC hardware and software troubleshooting

Location: Tallassee, Alabama

Sales/Marketing