Help Desk Supervisor

Help Desk Supervisor

We are searching for a dedicated, supportive Help Desk Supervisor who can coach and motivate contact center representatives as they field calls from customers. The help desk supervisor will assist in the hiring of employees and assist in the training process, ensuring that every representative is well prepared for their calls and emails. They will continue to support representatives after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to representatives. To succeed as a help desk supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Responsibilities

• Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring representatives understand and comply with all contact center objectives, performance standards, and policies.
• Answering representative questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating representative performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine contact center goals.
• Working with other supervisors and management team members to support representatives and maximize customer satisfaction.

Skills and Attributes

Qualifications