Technical Support Supervisor

Main functions & Responsibilities:

Supervise Technical Support section within Call Center, handling client claims and complaints (generated by Call Center and In-Store Reps) in a timely and accurate fashion

Major tasks and responsibilities:

• Sort customer claims and complaints and assign them to appropriate members of technical support staff.
• Ensure all complaints and claims are handled and addressed in a timely and accurate fashion; provide benchmark quality of service to customers.
• Analyze complaints and escalate the most frequent and critical ones to the Call Center Manager and/or appropriate departments (IT, Marketing, Sales, Technical, Switch…); Propose solutions to improve the resolution process or reduce the impact.
• Be in constant communication with the Call Center Manager and his Supervisors regarding all aspects that may affect quality of service.
• Prepare all reports related to the section
• Evaluate the section's staffing needs, conduct periodic evaluations of the staff and communicate recommendations to the Call Center Manager
• All other tasks required by the Call Center Manager.

Education / Experience

• Good verbal skills (English, French…)
• Computer skills (Word, Excel…)
• Ability to work in a fast-paced environment
• Pro-active
• Good interpersonal skills
• Results-oriented
• Leadership skills
• Able to communicate professionally and effectively