16 days old

Technical Support Contact Center Supervisor - Tempe, AZ

U.S. Bank
Tempe, AZ 85282
talech Inc, is a leading tablet-based mPOS (mobile point of sale) cloud-based solution provider, that was recently acquired by and now part of the U.S. Bank family. From restaurants and pubs/bars to clothing stores and spas, businesses all over are choosing talech for its simple interface and powerful use of data in the form of intuitive and intelligent software. Our mPOS software solution allows businesses to run their business, simplify operations, and obtain key insights through powerful analytics to make better decisions. We are a small and growing, entrepreneurially spirited organization that works at internet speed. We have 3 global centers providing 24x7x365 support, with our Arizona site operating 6a-midnight x365. We are looking for a **Technical Support Contact Center Supervisor** with extensive front-line management experience. The ideal candidate will have a strong people-centric leadership presence and management style. This individual must be able to skillfully set clear expectations and create a positive culture of accountability. It is critical that this individual build outstanding cross-org relationships with product engineering, sales, training, customer onboarding and escalations teams. We expect a high level of professionalism, ability to engage in strategic direction conversations and demonstrate exceptional attention to detail executing on tactical operations activities. **Core Accountabilities:** Drive team attainment of key performance measures (customer satisfaction, service levels, real-time schedule adherence & agent efficiency metrics) Foster a positive team environment (coach, guide & develop) Become a product and process expert handling customer escalations Execute key ops administrative processes (scheduling, time cards & performance reviews) Help drive support operations projects Continuous Personal Learning & Development Flexibility, Creativity & Team Contributions **Qualifications:** Basic Qualifications - Bachelor's degree, or equivalent work experience - Two to three years of operations-related experience Preferred Skills/Experience Demonstrated success leading front line technical support contact center operations teams History of delivering exceptional contact center performance metrics Strong leadership presence with track record of high employee satisfaction ratings Technically proficient in Mac, IOS, SaaS, wireless/Bluetooth networking and computer hardware Ready for the challenge of working in a small, dynamic and fast-growing team - Some knowledge of operation functions, systems, policies and procedures for the assigned area - Good organizational, managerial and project management skills - Well-developed customer relations skills - Excellent interpersonal, verbal and written communication skills - Ability to manage multiple tasks/projects and deadlines simultaneously - Basic knowledge of banking operations and human resources **Job:** Operations **Primary Location:** Arizona-AZ-Tempe **Shift:** 1st - Daytime **Average Hours Per Week:** 40 **Requisition ID:** 200007488 U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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Posted: 2020-05-21 Expires: 2020-06-20

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Technical Support Contact Center Supervisor - Tempe, AZ

U.S. Bank
Tempe, AZ 85282

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