Call Center Supervisor

Description

• Call Center Supervisor’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. T
• he Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Responsibilities:

• Establish and enforce Help Desk service level agreements to establish problem resolution expectations and time-frames.
• Supervise the Help-desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues.
• Work within the campus community to promote excellent customer service, effective response times and provide expert insights into general support issues.
• Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
• As Help Desk support hundreds of users, Ensure that staff provides timely and considerate customer service to end users by fielding Help-desk calls and resolving technical issues. Assist all office staff in person and via the phone.
• Creating user accounts and managing access control based on company policies
• Analyzing and identifying trends in issues, reporting and devising preventative solutions. Expected to offer suggestions for any noted process improvements and develop the new procedures.
• Virus/Spyware Removal/Detection
• Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting
• Use, teach & troubleshoot system applied.
• Design and enforce request handling and escalation policies and procedures.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Other duties as may be assigned by the department director.