Technical Customer Support Supervisor jobs in Allentown, PA

Responsibilities

We are looking for a customer service supervisor to coach staff to deliver exceptional customer service to merchants and partners. The customer service supervisor focuses on monitoring, communicating, and delivering upon department KPIs. The customer service supervisor builds and develops a team culture around exceptional performance. 

• Plan, organize, and supervise the day to day support operations
• Provides developmental support & guidance to the agents by means of coaching and floor support
• Utilize strong problem-solving and people skills to assist the staff with escalated issues
• Build and maintain strong relationships with business partners and fellow team members
• Collaborate with fellow management team members to provide a strong team environment & effective communication.
• Provide a climate for motivation & support great working relationships
• Ability to multitask, meet deadlines, & achieve results under pressure
• May be required to work a variety of shift, holidays, and be available “on call”
• Must be able to effectively manage the call center queue and report & coach on KPI metrics
• Implement & maintain departmental policies & procedures 
• Measure, monitor and maintain customer service and satisfaction
• Manage and Schedule training and development for all the technical support team i.e. new equipment, skills enhancement etc
• Develop and maintain department policies, procedures and processes, as required
• Provide resolution by identifying problems; researching answers & guiding  merchants through corrective steps       
• Involvement in any/all HR functions; performance evaluations, disciplinary actions, employee level advancements, call scoring, action plan implementation & hiring process
• Manage client expectations surrounding tickets/ticketing queue, tasks, phone queues, projects etc.

Qualifications

• Exceptional time management and a strong sense of personal accountability.
• Comfortable communicating with all departments in the company.
• Comfortable communicating with our sales force and technicians.
• Highly organized with great attention to detail.
• Passion for high performance and efficiency.
• Google & Microsoft Suite experience
• Goal and results oriented
• Reasoning and problem solving skills
• Ability to adapt to and implement change
• Creative and forward thinking
• Candidate must be reliable, dependable, & maintain an acceptable attendance record
• Knowledge of customer service core principles and practices