JOB SUMMARY

• The Enterprise Supervisor is responsible for supervising the Enterprise Support team that handles frontline technical issues, service changes, billing issues, project coordination and support engineering for Momentum Enterprise customers.
• Supervise and lead all Momentum Enterprise Support Technicians and Engineering personnel, schedule adherence and activity.
• Reports to the Support Services – Senior Manager.
• Daily interaction with external customers as well as employees/workgroups at all levels within the Momentum organization.

GENERAL DUTIES AND RESPONSIBILITIES:

• Responsible for the effective and efficient daily supervision of all Momentum Enterprise Support and Support Engineering activities in the provision of quality internal and external customer interactions.
• Leads, coaches, and directly supervise all Enterprise Support and Engineering personnel toward meeting Enterprise Support strategies, goals, and objectives.
• Supervise Workforce for Momentum Enterprise Support Technicians and Support Engineering.
• Actively monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure accomplishment of revenue goals and performance targets.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist Management in coaching and development of Enterprise Support personnel in performing effective and efficient support tasks and interactions.
• Create a customer-centric work environment that generates team spirit and employee satisfaction in accomplishing company goals and objectives.
• Meet or exceed all internal and external customer satisfaction and service level goals as well as Momentum productivity objectives.
• Identification and recommendation of process improvement initiatives.
• Monitors productivity of Enterprise Support and Engineering personnel and generates reports to reduce/eliminate future escalations and maintain appropriate metrics.
• Ensure the delivery of effective training, coaching and development of all Enterprise Support personnel.
• Provides relied upon input and documentation to Director and Managers regarding employee performance, attendance adherence, and training needs.
• Assist the Director of Enterprise Support in the timely execution of all Enterprise Support projects and operating initiatives.
• Determines work procedures, prepares work schedules and expedites workflow.
• Provides communication and follow up to ensure representatives are fully informed of all new information related to escalations, products, procedures, customer needs and company related issues, changes, or actions.
• Manages payroll and PTO requests made by all Momentum Enterprise Support and Support Engineering.
• Manages all support platforms on-call schedule and weekly on call email communication.
• Responsible for ticket escalation intake and follow up to internal and external workgroups to ensure proper and timely communication on escalated tickets and issues.
• Manage intake of emails to the Leadership email distro to include but not limited to following up and managing communication from start to finish.

ADDITIONAL DUTIES AND RESPONSIBILITIES

1. Serve as after-hours point of escalation for workforce needs in the Enterprise Support on-call rotation.
2. Project supervision and other duties as assigned.

MINIMUM REQUIREMENTS

• High school graduate.
• Minimum 1 year of Technical Support experience supporting Retail customers and products.
• Minimum 1 year of experience overseeing call center applications and reporting.
• Demonstrates leadership skills such as: self-management, expert in multitasking, willingness to handle customer escalations, providing direction to peers, communication with upper management, volunteering for special projects and advanced tasks, reliability, and dependability.
• Demonstrates expert knowledge of exceptional customer service skills.
• Demonstrates exceptional knowledge of Technical Support operations and practices.
• Proficiency in Microsoft Office Suite and technical Help Desk applications.
• Current performance standards are met or exceeded.
• Demonstrates exceptional verbal and written communication skills.
• Working knowledge of call center technical support best practices.

PREFERRED REQUIREMENTS:

• One or more years of experience using Salesforce.
• Two or more years of experience using MS Teams and WebEx Contact Center and Reporting.
• Two or more years of supervisory experience in a call center environment.
• Two or four-year degree from an accredited college in a relevant field of study, i.e., supervisor role, business, technical.

JOB CONDITIONS:

The physical demands described here are representative of those that must be met by the candidate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.
• Occasionally required to stand; walk or climb stairs.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
• Must be able to speak clearly.
• Occasional overtime will be required in this role
• Occasional travel (5%) will be required for ongoing management training and department meetings.