Customer Support Supervisor

The role involves monitoring and evaluating agent performance against KPIs, managing ticket queues for efficient task distribution, and ensuring agents are consistently engaged. Key responsibilities include identifying and addressing training needs, collaborating with Training and Dev to improve documentation, and creating a feedback loop to enhance resources. The role also involves analyzing performance data to identify trends and preparing reports for senior management. Additionally, it focuses on maintaining high customer satisfaction by ensuring professional interactions and continually working to improve the overall customer experience.

Key Responsibilities

Performance Management: Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times. Implement strategies to ensure the team consistently meets or exceeds these targets.

Queue Management: Actively manage ticket queues to ensure efficient distribution and prioritization of tasks. Ensure agents are always engaged with active queues, optimizing workload distribution and minimizing idle time.

Training and Development: Identify training needs for agents struggling to meet performance targets. Develop and deliver targeted training sessions to address these gaps, enhancing the team's overall capability and efficiency.

Feedback Loop Coordination: Collaborate with Training and Dev to identify areas where documentation and support materials are lacking. Facilitate a feedback loop where such gaps are communicated and addressed, ensuring that agents have access to the necessary resources to improve ticket resolution times.

Reporting and Analysis: Regularly analyze performance data to identify trends, areas for improvement, and successes. Prepare and present reports to senior management, highlighting achievements and outlining action plans for addressing any challenges.

Customer Satisfaction: Ensure all customer interactions are handled professionally and in line with company standards. Monitor customer feedback and work with the team to improve the overall customer experience.

Key Performance Indicators (KPIs):

Tickets Taken Targets: Number of tickets each agent handles within a given timeframe.

Ticket Solve Targets: Percentage of tickets resolved successfully by the team.

First Response Time Targets: Average time taken for the first response to a customer ticket.

Total Resolution Time Targets: Average time taken to fully resolve customer issues.

Agent Efficiency Improvement: Improvement in individual agent performance metrics post-training interventions.

Customer Satisfaction Scores: Feedback scores from customers regarding their support experience.

Skills

Training Development Managerial Skills Customer Satisfaction Management

Job Details

Industry:

Information Technology

Functional Area:

Client Services & Customer Support

Total Positions:

3 Posts

Job Shift:

Work from Home

Job Type:

Full Time/Permanent

Job Location:

Islamabad, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Experience:

4 Years - 7 Years

Apply Before:

Jan 11, 2025

Posting Date:

Dec 10, 2024

Bitsharp IT Solution

Information Technology · 11-50 employees - Islamabad

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