Conference Services Supervisor

Job Summary

The Conference Services Supervisor is responsible to ensure their team is applying developed best practices with a focus on delivering the optimum customer experience within the day-to-day operation of the Conference Services team. The Supervisor is responsible for both employee engagement and the day to day end-to-end customer experience. The Supervisor assists the Manager with process creation and alterations employee performance management technical enquires customer escalations and the successful facilitation of the expected future growth and expansion of the video managed services team.

This role is one of growth and development through management of the team with a focus on allowing his or her direct reports to advance in their own growth with required direction. This position requires excellent customer service organizational time management and interpersonal skills. Supplementary to these are integrated AV/VC hardware troubleshooting skills as well as company and industry-recognized hardware manufacturer trainings and certifications. This role involves working closely with colleagues across other Global Service Operation Centers (GSOC) with similar capabilities and the wider AVI-SPL group to make best use of the extensive skills base.

Essential Duties and Responsibilities

Manage a team of video specialists including Conference Services and Technical Support staff
Manage attendance and shift coverage to ensure seamless service assurance
Act as an escalation point for customer issues and internal video queries
Ability to recognize threats to the service at a local or functional level e.g. customer impacting events incidents problems competitors etc. and act upon these accordingly
Technical and administrative trainer mentor and coach
Assist in the creation development and editing alongside the enhancement of all relevant and required documentation including Standard Operating Procedures training material and Onsite Staff Handbooks.
Ensure documentation processes and procedures are maintained in accordance with customer and company requirements and to reinforce them within the team
Maintain familiarity with customer/partner MSA to ensure proper process adherence
Deliver best practice service levels across the team and ensure that staff are meeting or exceeding all contractual SLAs
Assist the individual in the teams Key Performance Indicators (KPIs) for successful engagement and execution
Collate reports analyze data and maintain KPIs to measure service individual and team performance and take appropriate and according performance management actions
Translate team objectives into meaningful goals to motivate the team
Ability to remain close to the team making time to talk to people to understand their pressures and motivation
Ability to give honest balanced feedback and recognize and provide praise