Customer Technical Support Supervisor at Johnson Health Tech Companies

Full-timeDescriptionPosition OverviewUnder the direction of the Director of Customer Technical Support the Customer Technical Support Supervisor will be responsible for and drive the performance of the Retail and/or Commercial Customer Technical Support (CTS) teams dedicated in serving our in-home and commercial customers in accordance with company policies and procedures. Responsibilities of the Supervisor include all elements of staff development including hiring coaching career pathing and performance management in alignment with delivering outstanding customer experiences.ResponsibilitiesArrive on time for schedule and be willing to put in extra time as needed to accomplish business goalsInterview make hiring decisions and manage ongoing performance of NASG agents serving support teams and queuesCoach and develop staff to help them achieve departmental and company goalsSupport staff with personal development in preparation for career advancementMonitor and drive individual staff performance and accountability in areas including schedule adherence contacts quality etc.Hold Monthly 1x1s with direct reportsWrite and deliver Coaching Check-InsResolve escalated customer issues as neededPartner with NASG Training Coordinator to develop implement and refine team training programs for new and experienced repsWork collaboratively with the global Technical Content Management Team; assist in the review and continual improvement of service manuals and technical resourcesEstablish and maintain an open line of communication with sales staffMeet frequently with quality engineering to spot trends and identify additional documentation needsResponsible for the development and maintenance of the NASG Quality Assurance Program; driving behaviors consistent with a best-in-class customer experienceFacilitate monthly Quality Review Calibration meetings with Team Leads to drive consistency in the delivery of a best-in class customer experienceFacilitate weekly team meetingsCreate programs and feedback loops to build team moraleThinks critically to contribute to the ongoing continuous improvement of the departmentMake effective decisions considering the impact to the customer and companyParticipate in the strategic long-term planning process; provide insights for departmental success in coming yearsInteract with a diverse group of employees and service providers adjusting the style to accommodate different communication stylesIn partnership department leadership monitor phone/email/chat queues for volume and take action to adjust/maintain proper level of available reps vs. volumeMaintain understanding of departmental performance as compared to established goals and be able to articulate a clear story to Leadership and other business unitsDevelop plans for performance improvement when queues are not meeting KPIsResponsible for ensuring accuracy of timecards and approving them in a timely mannerSpecial Projects as requiredLeads by setting a positive professional examplePromote and maintain a strong team culture that drives morale and resultsMaintain confidentialityRequirementsEducation: Bachelors degree or equivalent work experience requiredExperience:3-5 years experience working in a multi-channel call center and customer service environment required ideally in the fitness industryDemonstrated experience in team leadership coaching and management of both local and remote team membersExperience driving KPI results with a customer service or support teamOther Requirements:Excellent written and verbal communications skills especially as it relates to communicating with agents and customersExperience with systems or programs such as Microsoft Office SAP CRM customer service ticketing systems phone systems reporting analyticsStrong problem-solving and interpersonal skillsSelf-motivated task-oriented organized analytical tech-savvy enthusiastic and able to work independentlyAbility to work on site in rotationApproximately 10% travel to attend training or meetingsSkillsThe successful candidate should possess the following skills/attributes:Exceptional communication skills both on paper and in personExcellent planning and organizational skillsStrong sense of initiative demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessaryFlexibility and willingness to work in situations of flux and in a fast-paced environmentPerforms work that is consistently accurate with demonstrated attention to detailResilience positivity assertiveness and professionalism when dealing with situations of adversityUnwavering attention to detail and commitment to world-class qualityPersonal commitment to continuous improvementAbility to resourcefully solve problemsAbility to manage stressful situations; be able to accept criticism be cooperative and maintain calm demeanor while dealing with escalated customersSuccessfully manage effective interpersonal relationships with customers vendors and other departmentsAble to follow tasks to completion in a timely manner without sacrificing qualityGreat demeanor ability to have fun and interest in building a strong culture and high performing teamLikes to be challenged willingness to learnBenefits:We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include: Health & Dental Insurance Company paid Life Insurance 401(k) Paid Time Off benefits Product discounts Wellness programsEOE/M/W/Vet/Disability#ZRRequired Experience:Manager Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full-Time Experience: years Vacancy: 1