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