Information Technology Help Desk SupervisorMichael Aaron Staffing LLC • United States
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Information Technology Help Desk Supervisor
Michael Aaron Staffing LLC
- United States
- United States
À propos
Help Desk Supervisor
is responsible for overseeing daily operations, supporting a team of customer service representatives, and ensuring exceptional customer satisfaction and team performance. Supervise and support the call center team to ensure service standards are met and performance goals are achieved. Train new employees and provide ongoing coaching, mentoring, and feedback to drive continuous improvement. Review and analyze KPIs—including call volume, handle time, wait times, and customer satisfaction—to assess performance and identify opportunities for improvement. Serve as the escalation point for complex issues that frontline agents cannot resolve, ensuring timely and effective resolutions. Manage daily workflow, scheduling, resource allocation, and adherence to company policies and procedures. Prepare and deliver performance reports to leadership, highlighting trends, challenges, and recommendations for enhancing efficiency and service quality. Required Skills & Qualifications Minimum of 1+ years in a call center environment, with at least 1 year in a supervisory or leadership capacity. Strong verbal and written communication skills for effective team leadership and customer interactions. Excellent analytical and critical-thinking skills, especially when working under pressure. Familiarity with call center software systems, CRM tools, and reporting dashboards is preferred In Salesforce. Demonstrated ability to motivate, develop, and inspire team members.
Compétences linguistiques
- English
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