Contact Center Supervisor

Description

Position Summary: We are seeking a technical support supervisor to lead and develop a team, ensuring efficient handling of incidents and operational continuity through process implementation and internal collaboration. Key Highlights: 1. Technical support team leadership and development 2. Ensuring operational continuity and efficient customer service 3. Internal collaboration to improve support workflows We are a company dedicated to electronic design and IT solutions development. OBJECTIVE Supervise, guide, and develop the technical support agent team, guaranteeing efficient and timely resolution of customer-reported incidents. Ensure operational continuity of our products through proper process implementation, performance indicator compliance, and effective collaboration with other internal departments. REQUIREMENTS Minimum Education: Incomplete bachelor's degree, currently enrolled, or completed. Experience: At least 1 year as a call center or technical support supervisor (verifiable). Skills: Leadership, database and operating system management, GSuite usage, ticketing system knowledge (preferably Zendesk), and software/hardware technical knowledge. Availability: Availability to work 8 hours daily within an operational window of 7:00 a.m. to 11:00 p.m., 365 days per year. Shifts ending after 6:00 p.m., as well as weekend shifts, are conducted remotely, ensuring flexibility and work-life balance. Administrative Knowledge: Operational personnel management, attendance and shift coverage control, preparation and analysis of performance reports, incident tracking, and compliance with internal policies. RESPONSIBILITIES Monitor the efficiency of various procedures and agents’ performance through periodic reporting to identify areas for improvement and implement corrective actions. Plan, coordinate, and manage customer service platforms and resources to ensure effective Contact Center operations. Handle and follow up on requests and complaints from Suppliers and Customers via (Chat, Email, and Calls). Train support staff on applicable processes and systems. Generate daily, weekly, and monthly reports on task and/or ticket status and progress. Resolve any performance- or personnel-related conflicts or issues. Collaborate closely with the department coordinator to implement new strategies, campaigns, or improvements in support workflows. WE OFFER Additional benefits and perks Benefits exceeding statutory requirements Attractive base salary of $14,000 per month, tax-free Performance bonuses of up to $1,000 per month Hybrid work model 2 rest days School enrollment assistance if currently studying (starting from the 6th month) Growth opportunities. -Requirements- Minimum education: Upper secondary education – General High School Diploma 2 years of experience Knowledge: Coordination ability, databases, customer service, technical support, supervision, customer care Keywords: resident, supervisor, assistant manager, responsible person, coordinator, manager, team leader