Call Center Manager - Product Support

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POST DATE 9/12/2016
END DATE 10/24/2016

AppleOne Las Vegas, NV

Las Vegas, NV
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Required Licenses/Certifications
Min Salary
Max Salary
Salary Unit
per year


Actively seeking an Product Support Supervisor who is phenomenal in customer service and support. We are looking for someone who enjoys technology, thinks outside of the box with creativity, and has managed a call center of 20 or people previously.

The Product Support Supervisor ensures that the expectation of an impeccable customer experience is met for our internal and external customers.

People Management is key in this role. Your duties will include:

Supervise call center employees in compliance with policies and procedures.
Meet with each team member on a monthly basis for formalized feedback.
Assist Operations Manager in performance review preparation and delivery to team members.
Provide day to day oversight of call center scheduling including workload planning, employee scheduling, and timekeeping.
Conduct weekly Live Chat, email, and Salesforce reviews to ensure quality of service is met and provide feedback directly to team members.
Perform weekly audit of the quality survey metrics to determine validity and ensure customer follow-up for any negative survey detractors.
Conduct monthly call monitoring sessions to ensure team members are meeting standards for customer care, troubleshooting, and call documentation, and provide feedback directly to team members.
Coordinate with the Data Analyst to complete employee scorecards and provide performance feedback and coaching to team members.

System Management is also key in this role. Please apply for additional details! Thank you!

We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

Job Experience:

, , , Bachelor Degree in Business Management or equivalent experience required.

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