Supervisor - Tech Support

Supervisor – Tech SupportPosition Type: In-Office, Flexible to be Hybrid at a later stage (no commit on timelines). Location: Irving, Texas Work Hours & Rest Days: US Day Time (8-hour roster between 6AM – 6PM Pacific Time). Availability to work a flexible schedule, including Saturdays and Sundays is essential. Weekdays off will be provided in such cases.Language Skills Required: Bi-Lingual (Spanish + English) Spanish Proficiency Level Requirement: C1, C2Job Description: We are seeking a results-driven Contact Center Supervisor to lead our technical support team members and drive operational excellence. In this pivotal role, you will leverage your leadership skills to enhance team performance, improve customer satisfaction, and implement strategic initiatives that align with our mission of delivering exceptional service. This role is critical in ensuring that our team delivers exceptional service to our customers while maintaining operational efficiency. You will be responsible for overseeing daily operations, mentoring team members, and implementing best practices that drive performance and enhance customer satisfaction. Our ideal hire is motivated by what we're doing as a company, believes in the importance of quality support, and is eager to contribute to the success of our customers. Training would be delivered in English language and all training related content and product documentation would be in English language.Roles & Responsibilities:Lead, motivate and mentor a team of technical support agents / representatives to achieve performance targets and deliver high-quality serviceMonitor call center metrics and KPIs to identify trends and areas for improvementImplement training programs and continuous development initiatives to enhance team skills and knowledgeHandle escalated customer inquiries, complaints, and issues in Spanish and English language to ensure timely and effective resolutionManage the day to-day operations of a team of agents and meet the required service levels, quality and productivityPrepare schedules for the teams and ensure attendance is marked before the end of dayLive monitor and oversee ongoing calls, ensuring that agents adhere to scripts, maintain proper tone, and handle queries effectively.Monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in transaction.Attend status calls / meetings about the team performance with client SPOCsMaintaining SLA target on a weekly, monthly basis to achieve desired KPIsInterview, hire and train new agentsAbility to troubleshoot technical issues pertaining to products in WiFi surveillance camerasMaintain a positive attitude and calmly resolve issues customers face with the productCollaborate with cross-functional teams to align on service delivery and operational efficiencyConduct regular performance reviews and provide constructive feedback to team membersDevelop and maintain a positive, inclusive team culture that promotes engagement and retentionOther Skills:Excellent verbal and written communication skills in Spanish and English language is a must.At least 5 years of working in a supervisory role in a call center is requiredImproves quality of results by recommending changes.Ability to remain calm and respectful under pressureWell versed in computer systems and navigating mobile apps.Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems.Proficient in MS excel, PowerPoint and emailExhibit Highly customer-centric behavior.Hands-on problem-solving ability.The ability to communicate technical information in an accessible manner to non-technical customers.Good understanding of customer service processes, tools and best practices with a strong customer-centric focus.Proven track record of meeting or exceeding performance metricsOrganizational skills and attention to detailFamiliarity with call center quality assurance frameworkAbility to multi-task (Speak to customers on phone and type case notes in concurrence). Sparktek