Customer Technical Support Supervisor

Job description

Description Position Overview: Under the direction of the Director of Customer Technical Support, the Customer Technical Support Supervisor will be responsible for and drive the performance of the Retail and/or Commercial Customer Technical Support (CTS) teams dedicated in serving our in-home and commercial customers in accordance with company policies and procedures. Responsibilities of the Supervisor include all elements of staff development including hiring, coaching, career pathing, and performance management in alignment with delivering outstanding customer experiences. Responsibilities: - Arrive on time for schedule and be willing to put in extra time as needed to accomplish business goals - Interview, make hiring decisions, and manage ongoing performance of NASG agents serving support teams and queues - Coach and develop staff to help them achieve departmental and company goals - Support staff with personal development in preparation for career advancement - Monitor and drive individual staff performance and accountability in areas including schedule adherence, contacts, quality, etc. - Hold Monthly 1x1s with direct reports - Write and deliver Coaching Check-Ins - Resolve es...