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Help Desk Shift Supervisor – New Orleans

Position Description:

The Shift Supervisor(s) is / are responsible for overseeing the Support Center Call Center Professional (CCP) personnel who answer customer service and support inquiries. S/He ensures customer service is provided by the CCPs in an appropriate time frame, ensures incoming contacts /support requests are answered in a timely manner, support requests are routed to the proper SOS and customers receive the information and assistance they are seeking. Shift Supervisor(s) is expected to intercede on complex issues to resolve them as quickly as possible. The Shift Supervisor(s) work(s) closely with the Operations Manager for screening, hiring, monitoring and terminating Support Center CCPs. Shift Supervisor(s) is expected to keep the center and its equipment clean and in good working order. The Shift Supervisor(s) are required to regularly complete activity reports and logs.

 Duties:

  • Shift Supervisor spends considerable time walking among the CCPs to monitor their conversations and assist them in customer communications.
  • Shift Supervisor(s) ensures customer service is provided by the CCPs in an appropriate time frame.
  • Shift Supervisor(s) ensures incoming call /support requests are answered in a timely manner
  • Shift Supervisor(s) ensures support requests are routed by CCPs to the proper SOS
  • Shift Supervisor(s) ensures customers receive the information and assistance they are seeking from CCPs.
  • Support Center Shift Supervisor(s) are expected to intercede on complex issues to resolve them as quickly as possible.
  • Shift Supervisor(s) work(s) closely with the Operations Manager for screening, hiring, monitoring and terminating Support Center CCPs.
  • Shift Supervisor(s) are expected to keep the center and its equipment clean and in good working order.
  • Shift Supervisor(s) are required to complete activity reports and logs.

Skills and Experience:

Required

  • Demonstrated experience leading/train others
  • Demonstrated experience in a lead role in a Call Center
  • Demonstrated experience with Remedy

Desired

  • Demonstrated ability to effectively lead other CCPs
  • Demonstrated excellent organizational skills.
  • At least 1 year of experience conducting quality checks on customer service interactions and performing QA on support request (ticket generation), follow-up, and resolution analysis.

Degree (Desired): Bachelor’s degree in business, computer science, information systems, or other related field from an accredited college or university. Experience maybe substituted in place of degree.

Security Clearance:  Active DOD Secret Clearance required

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