Call Center Technical Supervisor

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Responsibilities

The Call Center provides customer service to customers for their voice, data, and video services.  You must have strong leadership skills and the ability to lead a team in providing world-class customer service on every interaction and to achieve high performance results.  You will also drive accountability within your team, while creating an engaged and positive work environment.

• Lead a team of 15-20 customer service technicians.
• Train, coach and counsel employees.
• Establish clear roles and responsibilities, track and manage team/individual performance in a unionized environment. 
• Manage the performance of the employees (including setting objectives, assessing performance, coaching for improvement and if necessary placing employees on performance improvement plans, and recommending disciplinary action). 
• Administer the Verizon processes and policies as they relate to safety, attendance, performance, work rules, and code of conduct.
• Perform additional duties and responsibilities as needed.

Qualifications

 

Must have:
• 2 year degree or equivalent work experience.

2+ years supervisory experience in a technical support or customer service call center.

• 2+ years of experience in customer service voice, data, and internet or related field operations.
• Knowledge with MS Word, Excel, Power Point, and Microsoft Outlook.
• Work nights, weekend duty, on call, and extended hours as necessary.

Ideally, you will also have:
• Understanding of communication networking components (e.g., routers, LAN topology, Ethernet Network interface, etc.)
• Strong time management and multi-tasking skills in a fast paced nonstop environment

 

 

 

 

 

Equal Employment Opportunity

We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status.  Different makes us better.