Operations Supervisor - Technical Account

We're Hiring: Operations Supervisor - Technical Account!

We are looking for a detail-oriented and proactive Operations Supervisor to manage our technical accounts effectively. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a solid understanding of operational processes to ensure smooth operations and customer satisfaction.

Overall Responsibilities

• Oversee and supervise a team of agents.
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers – on and off-line.
• Assist agents with customer interaction on situations requiring special handling – take customer calls.
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Perform other duties as assigned.
  
  

Job Requirements

Knowledge, Skills and Abilities:

• An assertive, well-organized self-starter with demonstrated sales experience
• Management experience in customer service (technical account) desirable
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• A detail-oriented professional with exceptional written and verbal communication skills
• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer
  
  

service

• Demonstrate behaviors that support high quality standards
• Recognize trends and escalate information as appropriate
• Problem solving skills; linear and troubleshooting
• Demonstrate a strong customer service orientation and take responsibility to follow up with customers to
  
  

ensure needs and expectations are satisfied

• Proven track record of success to motive sales/service professionals and exceed performance metrics
• Present information effectively and persuasively across various communication channels
• Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status
  
  

quo.

• Tolerate stressful situations well
• Project a positive and professional image
• College/ associate degree or bachelor’s or Bachelor’s Degree in related field (preferred)