What are the responsibilities and job description for the Contact Center TSR Supervisor position at Ezee Fiber?
Contact Center TSR Supervisor
Ezee Fiber is seeking a Contact Center TSR Supervisor to be part of a team of high-energy, customer-oriented Technical Support team. The successful candidate will be responsible for overseeing a team of Technical Support Representatives (TSR's), ensuring high levels of customer support as the first point of contact for customers and contributing to the overall success of the company.
Job Description
Supervise team members in a Contact Center specializing in Tech Support, Customer Service, Sales and Retention. Lead and oversee representatives responsible for driving sales growth, maximizing customer retention, and ensuring a high level of customer satisfaction.
About Ezee Fiber
At Ezee Fiber, we're dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success
Responsibilities
Team Management : Lead, coach, and motivate a team of Tech Support, Customer Service, sales and retention representatives. Set performance targets and provide ongoing guidance and feedback. Conduct regular performance evaluations and implement training plans to enhance skills and performance.
Supervise and mentor a team of TSRs, providing guidance, support, and professional development opportunities.
Customer Engagement and Satisfaction : Foster a customer-centric culture within the team, focusing on delivering exceptional customer experiences. Develop strategies to enhance customer engagement and satisfaction throughout the sales and retention process. Address escalated customer issues and ensure prompt resolution.
Training and Development : Develop and deliver training programs for new and existing TSRs to enhance their technical skills and customer service capabilities.
Quality Assurance : Ensure adherence to sales processes, compliance with company policies, and regulatory requirements. Implement quality assurance processes to monitor and assess the quality of customer interactions.
Experience / Qualifications
- Proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
- Bachelor's degree in a relevant technical field (e.g., Telecommunications, Information Technology) or equivalent experience.
- Proven experience in sales and customer retention, preferably in the telecommunications industry.
- Strong leadership skills with the ability to motivate and manage a team effectively.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to leverage data for decision-making.
- Proficiency in using CRM systems and sales analytics tools.
- Ability to adapt to a fast moving and changing environment.
- Ability to work independently.
- Must enjoy working with the public, both on the telephone and in person.
- Ability to troubleshoot and identify customers' needs.
- Ability to multitask, prioritize and manage time effectively.
- Sales and Retention background.
What We Offer
