Product Support Supervisor

POSITION SUMMARY:

The Call Center Supervisor serves Noregon’s customers by assisting the Call Center Manager in planning and implementing call center strategies and operations; improving systems and processes, as well as, managing staff.

KEY RESPONSIBILITIES:

• Assist Call Center Manager in maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
• Assist Call Center Manager in accomplishing call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Assist Call Center Manager in preparing call center performance reports by collecting, analyzing, and summarizing data and trends
• Assist Call Center Manager in maintaining professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Assist Call Center Manager in accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

• This position will have supervisory responsibilities within Call Center as assigned.

WORK ENVIRONMENT:

• This job operates in a professional office environment. The role routinely uses standard office equipment.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor's degree from four-year college or university preferred or equivalent combination of education and experience.
• 3-5 years of Call Center Supervisor experience.

ADDITIONAL ELIGIBILITY REQUIREMENTS:

• Proficient in Microsoft Office (PowerPoint, Word and Excel)
• Strong organizational skills to manage multiple timelines
• Flexibility to adjust to changing requirements, schedules and priorities
• Ability to grow professionally in a fluid and fast-moving environment
• Ability to work independently as well as in a team environment with minimal supervision

PHYSICAL REQUIREMENTS:

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend and stoop as necessary.
• Ability to occasionally lift 20 pounds.

TRAVEL REQUIREMENTS:

• <5%

• This position description outlines the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

**Noregon Systems, Inc is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.