Supervisor, Technical Services

2 weeks ago

Syracuse, United States National Safety Council Full time
Job DescriptionJob DescriptionSave lives, from the workplace to anyplace.

The National Safety Council is America’s leading nonprofit safety advocate.  We focus on eliminating the leading causes of preventable injuries and deaths.  Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.  Our Initiatives include:
  • Workplace Safety
  • Roadway Security
  • Impairment

We are currently looking for a Supervisor, Technical Services to join us in our mission to save lives and prevent injuries.

Position Highlights: The Supervisor, Technical Services supervises omnichannel contact center technical customer service associated with National Safety Council’s (NSC) Data Management Center (DMC) users accessing NSC online programs. Coordinate day-to-day customer service needs.  Provide leadership and all aspects of people management to technical services customer support staff.  Develop quality standards through data and process analysis, assuring NSC services always meet customer expectations for quality.  Monitor and evaluate agent contact handling to ensure quality standards and program regulations are met. Manage multiple contact center and online learning software packages as a super user.

What You’ll Do:​​​​
  • Supervise all aspects of DMC’s customer service policies, objectives, and initiatives.
    • Develop, document, and communicate quality standards, procedures, and service level expectations related to technical support customer service for all contacts in omnichannel service environment.
    • Evaluate, calibrate, train, and communicate around channel flow expectations, process, and quality standards. Recommend and organize agent training interventions.
    • Assure process and data integrity measures are in place with consistent auditing and communication.
    • Apply knowledge of computer software, hardware, and procedures to mentor team members to identify, investigate, and resolve user inquiries.
    • Oversee and assure accurate creation and maintenance of employee job aids, reference materials, process documentation, and customer touchpoints.
    • Research, recommend, and implement contact center service level expectations. Work effectively with DMC Leadership and broader team to achieve established metric levels.
    • Maintain and communicate accurate metric reports surrounding technical support services for all contact channels.
    • Recommend and implement new solutions that will make contact center operations and metrics more effective and efficient.
    • Manage contact center, quality assurance, and learning management system software packages as a super user. 
    • Create dashboards, widgets, and other visuals to communicate metrics and motivate agents.
  • Lead all aspects of people management including but not limited to onboarding, training, coaching, motivating, scheduling, disciplining, and monitoring of contact center staff providing technical services to users accessing NSC online programs. Organize and actively maintain employee engagement initiatives.
  • Contribute to documentation of functional requirements for learning management system fixes and updates, as well as other system changes/implementations. 
  • Work with Manager, Business System to conduct thorough user acceptance testing for system implementation, fix deployment, or system updates. 
  • Serve as a part of the Supervisor on-call rotation, handling remote location instructor problems weeknights and weekend days by using in-depth program and safety knowledge to quickly resolve issues from AV equipment, facility items, problem students, emergency situations, etc.
We’re Looking for Someone with: 
  • Bachelor’s degree required. In lieu of bachelor’s degree, 5+ years supervisory experience within a contact center environment.
  • At least three years of experience overseeing customer service in a contact center environment, preferably to include providing customer technical support by phone, chat and/or email.
  • Proficient in Microsoft Office, workforce management, and industry related software programs.
  • Exceptional leadership skills and demonstrable track record of developing people and a winning culture.
  • Must be highly detail oriented with proven ability to execute multiple multi-faceted projects / initiatives under pressure and meet tight deadlines.
  • Ability to quickly learn and train others on multiple software packages.
  • Professional demeanor, dependable, and able to maintain confidential information.
  • Proven ability to train and mentor others with appropriate verbal and written communication.
  • Demonstrated collaborative ability to work well in a fast-paced, metrics driven, team environment.
  • Proven ability to achieve and maintain departmental quality standards including experience working business process improvement, analyzing data, and implementing projects.
  • Salary is $69,000
Reasons You’ll Love it here: 
NSC cares about the safety, health, and overall well-being of our employees.  We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life.  We offer the following:
  • At least 20 PTO days accrued 1st year and 11 paid holidays
  • Flexible work arrangements
  • Comprehensive medical, dental, vision, and life insurance plans
  • Flex spending accounts for medical and dependent care
  • 403(b) & Roth 403(b)  with employer match up to 6%
  • Reimbursable training
  • Student loan pay down
  • Dress for your day

We believe that you can’t be safe if you don’t feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

NSC is an equal opportunity employer.

 

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