Posted by on December 10, 19103 at 10:35:34:
The Customer Support Supervisor manages, and develop the companys Support group, providing first line technical support to our customers. The Supervisor is also responsible for maintaining a mixed role of technicians in telephone support as well as field support / installation. The Supervisor is responsible for creating the highest sustainable level of customer satisfaction with the services provided.
Responsibilities:
Create a professional atmosphere of mutual support among agents to foster high levels of commitment to customer service.
Drive development, implementation, and monitoring of performance standards and metrics to achieve high levels of customer service and to determine group and agent effectiveness.
Establish and seek to continually exceed customer satisfaction benchmarks by developing and implementing a continuous improvement program.
Manage all personnel issues related to the Customer Support Group.
Map the strategic direction of Customer Support Group.
Oversee and maintain all daily operations of the Customer Support Group. Anticipate tactical needs of the call center.
Provide a detailed training program to improve skills in Customer Support Technicians
Manage Inventory of customer premise equipment
Coordinate with logistics suppliers for procurement and delivery of equipment
Develop partnerships with strategic outsourced service companies
Coordinate the dispatch of Technicians to install of VSAT systems
Requirements:
Bachelors degree in computer science or a related field.
Minimum of 7 years professional experience, with at least 3 years in a supervisory or management role in a Customer Support role.
Demonstrated proficiency with the following technical capabilities: Microsoft operating systems, Internet and networking technologies.
Problem-solving skills within high-pressure call center environments.
Demonstrated ability to manage and utilize metrics and call center data.
Ability to motivate, train, direct, and lead staff.
Ability to articulate and implement strategic plans and business processes.
Drivers license
Location: Stationed in Africa
Comprehensive package offered.