Company Name:
The Premier Support Solutions (PSS) Supervisor's job entails organizing and directing the daily activities of the call center operation. The main responsibility of a PSS Supervisor is to manage, develop, and guide call center agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. Supervisors will also be accountable for resolving system outages, ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. Premier Solutions Support supervisors will contribute to the development of new systems, take part in recruiting and interviewing tech agents, and have some reporting responsibilities.

Duties and Specifications
Managing and directing the daily activities of PSS agents and leads
Using all available tools to ensure effective supervising, planning, and managing functions within PSS Group
Carrying out coaching, training, disciplining, and reviewing all agents and leads
Acting as an information source and answering lead or agents questions, assigning tasks, following up and giving instructions as needed
Resolving client and internal complaints and questions
Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job
Carrying out performance measurement and evaluation of all agents and leads to improve efficiency
Ensure consistent professional development of agents and leads
Communicating solutions, successes, best practices and opportunities within the organization
Practicing and ensuring compliance with Asurion and client policies and procedures

Skills and Specifications
Ability to inspire trust and credibility to support agents and leads in a helpdesk environment
Must be able to ensure agents and leads are meeting or exceeding client expectations
Excellent people and interpersonal skills to build effective relationships with internal and external professionals
Excellent team building skills
Ability to plan well and prioritize multiple projects simultaneously
Maintain character under tight pressure in a fast paced environment
Excellent analytical skills to collect appropriate data and make good decisions quickly
Strong written and verbal communication skills

Bachelor's degree or associate's degree from an accredited institution
1+ Years experience in call center management
Passion for technology
Technical certifications preferred
Experience with Avaya CMS and other helpdesk reporting tools
Proven team building experience, must have a track record of building teams that consistently exceed client expectations
Must show a passion for lifelong learning

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