**Required Qualifications**:
- Team supervisor experience working in a high call volume shared services or call center environment
- 5 - 8 years of industry experience
- Bachelor's Degree in addition to at least 1 of the following certifications:
- Proven ability to troubleshoot in a fast-paced, customer-facing role.
- Collaboratively work with other departments in a positive goal oriented manner.
Demonstrate sensitivity regarding time line obstacles.
- Excellent customer service skills.
Consistent top customer service quality feedback.
- Ability to generate reports, graphs, process instructions, flowcharts.
- Ability to retain detailed information and solve complex problems.
- Display a complete understanding and follow through of all Technical Support policies and procedures.
- Exceeds individual requirements, and able to answer questions from other TS reps, encouraging team environment.
- Proven capability to handle challenging situations.
- Positive attitude with a passion and drive to be amazing!
- Must be an effective trainer and team coach including advanced cross training experience.
- Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
- Identify efficiency opportunities and ensures proactive and professional communication with multiple department based peers.
- Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
- Implement, communicate and interprets new and existing policies and procedure to staff members.
- Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
- Work cross functionally, collaboratively with leadership and external business partners.
- Proven experience in leading teams and delivering results.
Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.
**Scope**:
- Receives assignments in the form of objectives with goals and the process by which to meet goals.
- Provides direction to others according to established policies and management guidance.
- Administers company policies that directly affect team members / supporting employees.
- Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Networks with senior internal and external colleagues in own area of expertise.
**Judgement**:
- Works on issues where analysis of situation or data requires review of relevant factors.
- Erroneous decisions or failure to achieve results will cause delays in schedules / work products.
**Management**:
- Provides direct supervision to individual contributors and/or support individual contributors/matrix reports.
- Acts as advisor to unit or sub/units and may become actively involved, as required, to meet schedules and resolve problems.
- People management responsibilities include hiring / terminations, performance reviews, career development coaching and compensation decisions.
**Experience and Education**:
- Typically requires a Bachelors degree with 5-8 years of industry experience.
- Informal management/ team lead experience.