Service Supervisor

Job Summary

• The Global Service Supervisor is responsible to ensure their team is applying developed best practices with a focus on delivering an optimum customer experience within the day-to-day operation of the Global Service Team. The Supervisor is responsible for 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 and general inquires, customer escalations and the successful facilitation of the expected future growth and expansion of the Global Service 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/UCC 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

• Supervise a team of Technical Support Representatives
• Manage attendance and shift coverage to ensure seamless service assurance
• Act as an escalation point for customer issues and internal video queries
• 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 Knowledge Articles
• 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 team s 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 for team performance through performance management
• Promote and drive team collaboration and maintain team morale
• Commitment to invest time and effort in developing people through coaching, mentoring and supporting
• Provide updated communications to the team in a clear and confident manner
• Ensure every team member completes and maintains a skills gap analysis and has a personal training and development plan which is reviewed regularly with Management
• Provide performance review input through conducting regular 1-on-1 meetings with all direct reports
• Establish productive and professional relationships with key personnel in strategic customer accounts
• Maintain active cases in their personal queue
• Assist in creating root cause analysis (RCA) documentation in accordance with performance issues or SLA violations and implement preventative actions
• Participate in and support internal and external projects
• Assist Management in dealing with underperformance and undesirable behavior
• Participate in interviews and provide input to the hiring manager
• Bring actions to a successful conclusion by supporting the team/individuals
• Set high performance standards, a positive can-do attitude and a passionate and energized work ethic for themselves and their team

Other duties assigned as needed

Skills and Abilities

• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
• Excellent strategic thinking and structured problem-solving skills
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Strong organizational skills and excellent attention to detail
• Must have clear and professional communication skills (written and oral) both internally and externally
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization
• Demonstrated customer service focus and client communication skills
• Ability to handle sensitive and confidential information
• Proficient with Microsoft Office (Word, Excel, Outlook).
  
  

Education and/or Experience

• Minimum High school diploma or equivalent
• Bachelor s degree in Computer Science, Business or related field preferred
• Minimum 3 years of professional experience in Audio Visual industry
• At least 1 year Supervisor level experience in a Technical Customer Service environment is preferred

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

Direct Reports

• This position can have up 8-10 direct reports

Work Hours

AVI-SPL reserves the right to alter work hours and work location as deems necessary

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state or local law