Job Description

10585 – Customer Operation Supervisor II

Purpose:

We are seeking a Customer Operation Supervisor II to oversee call center operations and ensure technical service-related levels are met or exceeded. The Customer Operation Supervisor is responsible for the effectiveness, performance and productivity of call center agents, and for designing and implementing improved processes or operational policies. They recommend changes to products or services to fulfill customer needs and quality control set for business operations.

Essential Functions:

Customer Service (50%)

• Track and monitor all support cases to ensure timely resolution and follow up. Review customer support scenarios to identify opportunity areas and recommend/implement improvements though analysis and feedback.

• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and # communicating service metrics and monitoring and analyzing results.

• Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction.

• Train call center agents:

• plan, develop, and implement; authoring and training agents on product support; address agents performance and corrective action plans; agent motivation and rewards.

Technical Support (30%)

• Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.

• Devise and implement test strategies that adequately assess all software aspects.

• Investigate and recreate reported defects.

• Test the latest software release and create master copies.

• Perform field testing when necessary.

Operations (20%)

• Enforce company policies and procedures.

• Responsible for all aspects of the online support presence and voice on company website.

• Write, edit, and proofread site content and FAQ's for both customers and call center agents.

• Work closely with company webmaster to maintain site standards regarding new development and improvements.

• Make important policy, planning, and strategy decisions.

• Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Basic Requirements:

• Bachelor's degree in Electronic or Information Technology majors preferred

• 5+ years of experience as supervisor for customer service, technical support or call center operations.

• Good understanding of ticketing system and escalation procedure.

• Basic understanding of programming principles and concepts.

• Familiar with Windows OS, Mac OS, Android, iOS, and computer components.

• Experience in the car audio or industry is a plus

• Experience with Helpdesk ticketing systems such as FreshDesk or Zendesk

Salary Range - $83,940 - $120,032

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