Supervisor, Support

Responsibilities

As a VIP Supervisor, the individual is responsible for the day to day operations of the VIP Support department as well as the growth and development of a team of VIP Technicians. You will be required to monitor live call volume, assist technicians with calls, provide guidance and feedback to improve technicians’ performance. You will also be responsible for reporting call trends to your direct management to help identify areas of improvement or situations that require immediate attention. This job description only constitutes a summary of responsibilities. The expanding nature of the company often requires changing roles and additional responsibilities. This position reports to the POS Manager.

• Monitoring multiple phone queues, including VIP, and technicians to ensure acceptable Service Levels and Average Handle Times per call
• Identify, report and train on topics that impact the Service Level or Average Handle Time with the goal of improving team performance related to both primary metrics
• Coordinate with Coaching Teams and other members of POS Management to train and develop POS Support Staff
• Coordinate with Development teams as necessary for Testing new product release or Troubleshooting existing escalations
• Maintain and provide reporting focused on individual employee performance with the goal of improving efficiency and customer experience
• Coordinate with the POS Manager and HR regarding performance reviews, HR policy implementation and other actions
• Escalation management, assigning and if necessary, direct ownership of a case.
• Assists with special projects as needed or requested.
• Ensuring POS Support team is up to date with current technology, policy, procedure, products and services through Announcement messages as well as staff meetings

Qualifications

• Must be capable of multi-tasking and coordinating with multiple departments
• Must be able to operate independently and within a team environment
• Ability to remain calm during stressful situations and escalations
• Understanding of various industry types and how POS products impact them
• Ability to analyze employee related data and make informed judgments based on that analysis 

• Must have a strong understanding of the Harbortouch product line
• Must have strong understanding of Harbortouch internal systems, policies, and procedures
• 3+ Years Harbortouch Experience preferred
• Management experience preferred

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