Technical Support Supervisor
1m ago

About the Job :

Technical Support Supervisor will look after multiple teams of support, ensuring they give good customer service, turn up on time and are generally doing their job properly.

Responsibilities :

  • Manage team and regulate teams by giving directions to Team Leads
  • Ensure resolution / redirection for escalated issues escalated via the Team Leads
  • Ensure that Team Leads monitor queue, track inbound calls and regulate teams through Team Leads
  • Review, discuss QA feedback with Team Leads. ensure delivery via Team Leads and circle back to notice impact
  • Manage SLAs, Review feedback from QA and train Team Leads around weak areas as highlighted by QA
  • Review team performance and help redirect Team Leads to revamp strategies that could use improvements
  • Hold meetings b / w Team Leads and Managers to bridge the gaps
  • Stay on top of upcoming releases and coaching / training Team Leads in an organized thorough manner
  • Assessing the team needs and escalating team requirements to Managers
  • Collect and document feedback and inform Managers as required
  • Qualifications :

  • Experience of at least 1 year, preferably leading a task or a team for at least 9 months in KT
  • Product Knowledge - Should be excellent in Escalations, Troubleshooting
  • Work Ethic
  • Quality & Throughput; Quality Score (Their Team score should be good too, reflects on how well they trained them)
  • Discipline, maintain a professional decorum
  • Permanent Employment status
  • No active written warning
  • As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
  • race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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