Client Support Supervisor

Full Time, onsite
RT²
Miami, United States of America

Salary undisclosed

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RT² offers the most flexible cutting-edge Retail Management Solutions that encompass sales,

inventory management, frontline employee management and engagement, payments, business

intelligence, and digital automation tools for the wireless industry.We support Fortune 500

companies, unify their customer experience, and remove pain points across multiple retail touch

points. RT² prides itself on fostering a team-oriented culture and a dynamic work environment,

where team members are set up to make meaningful contributions across the organization.

Client Support Supervisor -The Client Support Supervisor ensures a superior customer experience for all external and internalRT2 customers by assisting the Call Center Manager with performance and quality management of the Client Support Team. The Client Support Supervisor assists the Call Center Manager in directing, managing, and evaluating the team’s performance to ensure customers are receiving a high level of professional and courteous service through RT2's voice and email channels. Supervisors monitor the team’s performance and support the daily operations of the Client Support Team.

Responsibilities:

Monitor “real time” call volume to ensure service level objectives are met, adjusting team member workload and overall staffing accordingly
Monitor agents calls/emails to meet quality requirements and customer satisfaction goals
Assist agents in resolving complex escalated customer’s issues
Supervisor all communication channels to ensure timely response and support of internal/external inquiries
Contribute to a successful work environment, where agents can achieve their professional and personal goals
Mentor agents honing on leadership, multitasking, and problem-solving skills, in a fast-paced environment
Perform system checks, completes emergency system down process and escalates issue for resolution
Review agent’s daily/weekly/annual performance reports, coaching agents to improve overall performance
Meet with agents regularly to build rapport and foster a positive work environment
Perform quality checks on agent performance and call center processes
Escalate trending customer issues to management efficiently and effectively
Effectively convey to agents their impact in the overall success of the Enterprise Services Team and RT2 Company
Facilitate effective team relationships to resolve operational and interdepartmental problems quickly
Ensure that all agents obtain the appropriate training and provide that training on an ongoing basis. May also be asked to create training documents
Create schedules based on needs for projects or product release, forecast to ensure adequate staff levels are maintained
Assist with new hire onboarding and system access
May be tasked with testing and tryout of new systems/products to gauge functionality and provide feedback
Team meetings and regular communication as needed
May be asked to participate in new hire interviews as well as terminations
Perform video conference calls with agents and participate in other company conference calls via video
Additional tasks and responsibilities as needed to meet business needs

Qualifications:

Prior supervisor or management experience in a call center environment, 2 years minimum
Prior experience with remote team management and supervision preferred
Superior knowledge of customer service techniques and standards required
Excellent conflict resolution, decision-making and analytical skills
Effective organizational, decision making and management negotiation skills. Ability to work well and quickly under pressure
Experience with phone systems and remote management software (Ring Central, NEC, Cisco, CRM, Bomgar, Director)
Excellent phone etiquette; Excellent written and verbal communication skills
In depth PC knowledge including Microsoft Office, Outlook, Internet
Model a positive can-do attitude, while showcasing time management and multi-tasking skills

Salary Range: $48,000 -$50,000/Yr.

Applicable Bonus

Shift: Mid-shift

Our pay structure takes into account various geographical markets within the United States. The base salary for this role reflects the typical expected earnings. However, the final compensation package is determined by several factors, such as your location, job-specific expertise, skills, experience, and other relevant job-related considerations.

What We Offer: