Supervisor- Help Desk

4 weeks ago

Cincinnati, United States Luxottica Full time

Supervisor- Help Desk (Technical Support)

Date: Jul 2, 2024 Location: Mason, OH, US, 45040 Requisition ID:

848298 Position:

Full-Time GENERAL FUNCTION The Service Delivery Supervisor has direct responsibility of Technical Coordinators, Technical Support Specialists, and System Analysts. The Supervisor is focused on the development of their direct employees in support of Call Center KPI delivery, first call resolution, and ticket resolution time, as well as broader brand objectives. They accomplish department objectives through day-to-day management and accountability for consistent delivery on metrics, quality, and external experience measures. The Supervisor champions the cause of customer satisfaction by acting as a subject matter expert in the technical support of Luxottica stores and doctors, supporting their team, and providing input to strategic and operational management decision-making. MAJOR DUTIES AND RESPONSIBILITIES Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and performance management of associates; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards Manage employee teams; recruits, drives engagement, coaches, and develops staff Facilitate appropriate performance management actions Identify trends at the agent and content level, and escalate to the appropriate channel Maintain quality service by managing quality and customer service standards Analyzing and resolving quality and customer service problems Prepare and discuss NACC associate and department performance weekly or bi-weekly with team members Responsible for professional development of associates, ensuring ongoing career growth, progression and a solid succession planning Partner and input to workforce planning and intra-day activities to ensure appropriate level of occupancy and cost efficiency Evaluate and provide recommendations to leadership regarding staffing needs to meet service level objectives and metrics Partner with IT, training, and business intelligence team to develop tools and methodologies to manage associate performance such as quality monitoring tools, KPI management and performance goals Contribute input on frequent store system issue types, and drive change in the organization to minimize these calls. BASIC QUALIFICATIONS Bachelor's degree in Computer Science or equivalent experience Experience in a helpdesk environment 3+ years at a technical helpdesk, addressing network, hardware, and software issues Strong analytical and problem-solving skills Strong ability to form relationships and partnerships across multiple levels of management Microsoft Office Suite proficiency (Word, Excel, PowerPoint, MS-Project, Access & Outlook) Ability to learn new software and systems PREFERRED QUALIFICATIONS Previous experience of proven success in leading, managing and inspiring teams or individuals 5+ years at a technical helpdesk, addressing network, hardware, and software issues Proven ability to learn new and proprietary technologies In-depth level of knowledge of all contact center and retail processes and procedures

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