Description

Job description Role Overview: As a Front-Line Supervisor, you will be responsible for supervising, coaching, and developing a team of Technical Support Representatives within our call center environment. The  Supervisor must maintain a high level of proficiency in all departmental processes and job functions. Expectations include employee supervision, cost containment, employee performance management including coaching, motivating, and managing the team on how to deliver the best customer service possible to meet/exceed productivity and quality metrics. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you may be a match for CGS. Key Responsibilities: Supervise and support a team of Technical Support Representatives Assure our team attains each KPI Attend and participate in departmental meetings Monitor call volume and staffing levels, adjust during the day/shift as needed Monitor inbound calls to maintain quality, efficiency, and high levels of customer satisfaction. Address escalated client concerns and ensure timely resolution. Facilitate regular 1 on 1 and group coaching sessions Maintain up-to-date knowledge of client processes, procedures, and technical tools. Qualifications: Flexible availability during our Hours of operation which are: Monday – Friday 7 am – 10 pm and Sat & Sun 8 am – 8 pm. Ability to work overtime as needed Great listening skills Minimum 3 years of experience in a call center in a supervisory role. Strong verbal and written communication skills. Experience in Level 1 technical support, including troubleshooting hardware, software, and network issues preferred, but will train the right person Ability to motivate and inspire team members to achieve their goals. Proven track record of meeting deadlines and performance expectations. Strong problem-solving skills and ability to prioritize tasks effectively. We provide Medical, Dental, and Vision ##inccgs88