The Associate Supervisor - Personal Support Center (PSC) will be measured and held accountable for coaching and developing a support team that delivers a high level of quality support and customer service. Reporting to the Sr. Manager, this individual is a critical liaison supporting various customer environments. The Supervisor will be held accountable for maintaining service level metrics including but not limited to, Speed to Answer, First Call Resolution, % of calls answered, % of calls resolved, proper ticket routing and accurate data reporting. Fostering communication, collaboration and customer service with assigned direct reports is core to this role. This role is focused on the needs of the contact and ensures they receive timely and high-quality service; and if support is unable to be provided by a Level 1 or Level 2 agent the supervisor will assist with properly referring the contact to the correct party. The Associate Supervisor engages with other departmental operations to ensure that issues and/or enhancements are being properly addressed. The Associate Supervisor will manage their assigned teams’ day-to-day operations including mentoring individual and departmental goals attainment (Metrics) and professionalism. This role will make recommendations on staff augmentation to the Manager for review and execution. The Associate Supervisor has control over immediate staffing needs including engaging contract representatives for staffing concerns and presenting these needs for approval by the Manager. The Associate Supervisor assist with scheduling all shifts and staff within the PSC and is held accountable for accurate staffing during all shifts.

Primary Responsibilities, Essential Functions and Requirements:

Mentoring & Team Building

The PSC Supervisor should foster and develop a high performing culture within all PSC Specialists. Foster an environment that encourages innovation and increases the responsibility and accountability of all PSC agents. Motivate and build competition between team members to increase call quality, service, and exceed assigned departmental goals (Metrics).

• Develops and implements strategies and training initiatives to increase agent effectiveness.
• Positively reinforces agents and strives towards exceptional service.
• Mentors agents through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service.
• Provide periodic review of PSC agents that includes coaching on call quality, customer service, and additional skill building as determined during review. (Additional reviews may be staged on an ad-hoc basis, but a scheduled review is required on a periodic basis).
• Researching current technology to help PSC advancement

PSC Customer Knowledge

The PSC supports numerous clients and acts as a central point of contact for each. The goal of this team is to maintain a standard, knowledgeable, and reliable central point of contact for each of these clients. The PSC Supervisor is to maintain a strong understanding of all assigned clients and utilize this knowledge to assist PSC agents as well as assist in client escalations.

• Maintains strong understanding of all assigned client’s environments, including by not limited to software applications, learning management systems, and account creation procedures.
• Maintains central point of contact expectations meeting and exceeding all customer service requirements.
• Verifies and maintains accurate information within the PSC knowledge database (Wiki).
• Utilizes knowledge to create and maintain PSC agent training as well as external client training or information repositories.

Communication & Professionalism

The PSC Supervisor’s role is one that supports not only PSC clients but also all assigned PSC agents. The highest level of communication and professionalism is paramount. The PSC supervisor shall serve as a strong example to all PSC agents of what the appropriate methods are to apply when interacting with a PSC client. The PSC Supervisor will ensure all PSC agents reflect the utmost level of professionalism and ensure communication methods are applied in an effective and appropriate manner.

• Serve as a strong example of professionalism and communication among all PSC agents and peers.
• Mentor members of the PSC team whenever professionalism and communication is in question.
• Incorporate communication and professionalism protocols within the PSC agent training to ensure a uniform experience with all agents.

PSC Agent Supervision

Maintaining a cohesive environment within the PSC is a key element. Taking time to properly supervise, mentor, and develop each agent will lead to achieving this cohesive, high performing work environment. The PSC Supervisor will be responsible for assisting with establishing and reporting key performance indicators and making adjustments in staffing and mentoring to ensure the team meats the defined indicators.

• Maintain functional relationship with contract vendors and consistently maintain a pipeline of high performing candidates.
• Interview new candidates and perform on going performance evaluations of existing PSC agents in conjunction with the PSC Manager.
• Assist with Managerial functions on an as needed basis.
• Collaborate with PSC Management to continually develop and improve upon PSC processes, procedures, and support offerings.
• Proactively institute fixes within the PSC architecture and discusses those fixes with PSC Management for determination of a long-term solution.
• Maintain PSC Agent work schedule and seek standardization of PSC Agent schedules along with maintaining appropriate Tier 1 / Tier 2 assignments.
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Reduce risk of theft, fraud, or misuse of information assets by maintaining security and patch management for the services provided by the team.

Experience and Qualifications:

• Minimum of 2-years serving in a lead role in a customer focused industry.
• Ability to work a flexible schedule that may include nights and weekends.
• Strong communication skills and proven track history of excellent customer service.
• General knowledge of the higher education industry preferred.
• Strong analytical and problem-solving skills
• Strong PC & MAC troubleshooting skills
• Familiarity with multiple operating system platforms
• Server operating environment troubleshooting skills
• Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
• Strong knowledge of reporting with Excel and Thoughtspot experience is preferred