Supervisor-Tech Support

Contact Center Supervisor

Shift: Mon to Sun Rotational Shift. Work Hours & Rest Days: US Day Time (8-hour roster between 8AM 8PM CST). 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, C2

Job 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. 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 service
• Monitor call center metrics and KPIs to identify trends and areas for improvement
• Implement training programs and continuous development initiatives to enhance team skills and knowledge
• Handle escalated customer inquiries, complaints, and issues in Spanish and English language to ensure timely and effective resolution
• Manage the day to-day operations of a team of agents and meet the required service levels, quality and productivity
• Prepare schedules for the teams and ensure attendance is marked before the end of day
• Live 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 SPOCs
• Maintaining SLA target on a weekly, monthly basis to achieve desired KPIs
• Interview, hire and train new agents
• Ability to troubleshoot technical issues pertaining to products in WiFi surveillance cameras
• Maintain a positive attitude and calmly resolve issues customers face with the product
• Collaborate with cross-functional teams to align on service delivery and operational efficiency
• Conduct regular performance reviews and provide constructive feedback to team members
• Develop and maintain a positive, inclusive team culture that promotes engagement and retention

Other 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 required
• Improves quality of results by recommending changes.
• Ability to remain calm and respectful under pressure
• Well 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 email
• Exhibit 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 metrics
• Organizational skills and attention to detail
• Familiarity with call center quality assurance framework
• Ability to multi-task (Speak to customers on phone and type case notes in concurrence