What are the responsibilities and job description for the Customer Support Supervisor position at Zentro?
About Us
Zentro is redefining internet service for multi-family communities by delivering remarkably fast, exceptionally reliable connectivity with an industry-leading 99.99% uptime. We provide a refreshing alternative to the frustrations of legacy providers, offering a seamless experience backed by uncommonly responsive customer support. As the largest independent, highest-rated ISP focused on multi-dwelling unit (MDU) environments, we are transforming how residents get and stay online—today, tomorrow, and beyond.
The Tier I Supervisor reports to the Director of Support and leads a team of Tier I Representatives and leads. The Tier I Supervisor resolves complex issues and questions escalated by the team and works with senior management to continuously improve the efficiency and effectiveness of the Company’s services. The ideal candidate will be focused on meeting and exceeding client Key Performance Indicators (KPIs), maintaining Service Level Agreements (SLAs), and ensuring staffing levels are optimized.
PRIMARY JOB FUNCTIONS
Lead and supervise the day-to-day activities of the Tier I Team
Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets.
Effectively set and manage work schedules, including time off requests, to optimize productivity and employee satisfaction
Communicate with the team to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related changes
Establish, monitor and analyze performance metrics and Key Performance Indicators
Manage performance issues, and issue disciplinary action as necessary
Hire, coach and train team members to acquire the knowledge, skills, and capabilities to meet and exceed performance expectations. Assist with new hire training
Conduct quarterly performance reviews of all team members
Promptly and professionally resolve complex issues and questions escalated by Tier I agents including escalations
Implement and review operational protocols and processes to maximize efficiency. Coordinate with other departments to create processes and procedures for departmental success
SOP creation in knowledge base system. Prepare reports for team coaching and
Timekeeping and Attendance: Monitoring and managing employee timekeeping and attendance records to accurately calculate hours worked, overtime, and leave accruals.
Facilitate weekly huddles/meetings with leads and agents to communicate company changes to processes.
Assist leads with day-to-day departmental necessities related to WFM, coaching and escalations
Other duties and responsibilities as assigned by managements
