Remote Client Support Supervisor

Summary

Join RT² as a Client Support Supervisor to ensure superior customer experience for external and internal customers by assisting the Call Center Manager with performance and quality management 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