The Service Delivery Supervisor will be responsible for the day to day performance of the support center representatives within their assigned team. Ensuring the assigned account is running efficiently and to the clientâs standard. This will require 2nd or 3rd shift hours with weekend work.
DUTIES & RESPONSIBILITIES:
Plan and review procedures and improvement processes
Monitoring of shared company email for the client
Assisting with escalations, both from the client and providers
Providing daily End Of Day reports as assigned
Daily interaction and follow-up on work orders with support center staff
Work order volume monitoring through client systems
Monitoring for cancelled work orders
Ensuring updates are made timely
Refocusing the team based on need
Monitor real-time performance management and share with Program Manager
Provide on the spot coaching
Continually learn all customer business rules and understand all work flows to ensure positive
productivity within the team
Take overflow and escalated phone calls as needed
Cover breaks, and PTO
SKILLS & QUALIFICATIONS:
Knowledge, Skills & Abilities:
Excellent communication, interpersonal and coaching skills.
Ability to motivate team members.
Excellent organizational and analytical skills.
Ability to prioritize job functions
Able to maintain a sense of urgency
EDUCATION & EXPERIENCE:
2-5 years of leadership experience in customer service
Working knowledge of Operational Metrics and SLAs
HS Diploma, two or four year degree preferred
Equal Opportunity and Affirmative Action Employer
Women/Minorities/Persons with Disabilities/US Veterans
Location/Region: Columbus, OH