Customer Support Supervisor

2 days ago

Chicago IL United States Zentro Full time

Zentro is one of the fastest-growing internet service providers in the country, and we’re not about to stop there.

We’re putting the corporate giants on notice by providing residential and business customers with remarkably fast, exceptionally reliable internet service for less. And we’re doing it all with uncommonly responsive customer service and technical support — something the other guys can only manage in their dreams. Maybe.

READY TO BECOME A ZENTRO PRO?

Keeping internet connections up and running all day every day is kind of a big deal, and our people are proud to be doing it. Some might consider us the unsung heroes of the digital age. That’s what we think of ourselves anyway. Every person and every role here is important, and the positive energy you bring to work with you has tremendous value.

Zentro Pros come to work every day excited to make an impact. If you have an entrepreneurial spirit like we do, a strong work ethic, and a common-sense style to conducting business, there’s no doubt you’d fit right in. Zentro leadership also places great value on initiative, rewarding employees who exceed goals and expectations. So, if you’re a real go-getter, you’re definitely going to get noticed.

A COMFORTABLE PLACE TO DO YOUR BEST WORK

It’s no secret – happy people do better work. So we proudly provide a pleasant, highly functional work environment where our Zentro Pros can find their center and excel. Our headquarters is presently situated in Chicago’s burgeoning West Loop tech hub, surrounded by fast-growing technology companies of all kinds and sizes. We’re a short distance from public transportation, not to mention a growing variety of Michelin-rated restaurants, entertainment venues, and the Fulton Market District. With a job here, work is only the beginning.

A SOFT SPOT FOR THE PEOPLE WE SERVE

Zentro is proudly committed to playing an important role in the communities we serve. We’ve even partnered with large municipalities (like the City of Chicago) to provide free Wi-Fi to parks and beaches. It’s all about keeping people connected wherever they go. But, seriously, enough about us…we’re really excited to learn more about YOU

JOB TITLE: Tier I Supervisor

The Tier I Supervisor reports to the Director of Support and leads a team of Tier I Representatives and leads. The Tier I Supervisor resolves complex issues and questions escalated by the team and works with senior management to continuously improve the efficiency and effectiveness of the Company’s services. The ideal candidate will be focused on meeting and exceeding client Key Performance Indicators (KPIs), maintaining Service Level Agreements (SLAs), and ensuring staffing levels are optimized.

PRIMARY JOB FUNCTIONS

  1. Lead and supervise the day-to-day activities of the Tier I Team.
  2. Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets.
  3. Effectively set and manage work schedules, including time off requests, to optimize productivity and employee satisfaction.
  4. Communicate with the team to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related changes.
  5. Establish, monitor and analyze performance metrics and Key Performance Indicators.
  6. Manage performance issues, and issue disciplinary action as necessary.
  7. Hire, coach and train team members to acquire the knowledge, skills, and capabilities to meet and exceed performance expectations. Assist with new hire training.
  8. Conduct quarterly performance reviews of all team members.
  9. Promptly and professionally resolve complex issues and questions escalated by Tier I agents including escalations.
  10. Implement and review operational protocols and processes to maximize efficiency. Coordinate with other departments to create processes and procedures for departmental success.
  11. SOP creation in knowledge base system. Prepare reports for team coaching.
  12. Timekeeping and Attendance: Monitoring and managing employee timekeeping and attendance records to accurately calculate hours worked, overtime, and leave accruals.
  13. Facilitate weekly huddles/meetings with leads and agents to communicate company changes to processes.
  14. Assist leads with day-to-day departmental necessities related to WFM, coaching and escalations.
  15. Other duties and responsibilities as assigned by management.
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