NineStar Connect - Support Center Supervisor
Core
Lead a team of Support Technicians to deliver exceptional service to members and customers via call, chat, and service order workflows.
Role type
Support Center Supervisor (People Leadership & Operations)
Builds
Daily support center operations, customer service quality, and team performance
Domain
Telecommunications & Utility Services
Deliverable
client delivery
Required skills
Team leadership, 1:1 coaching, performance management, operational oversight, quality assurance, escalation handling, networking concepts, hardware support, ticketing systems
Preferred skills
Telecommunications experience, helpdesk experience, Microsoft products familiarity
Technologies
TCP/IP, Microsoft products, ticketing systems
Responsibilities
Lead by example in work ethic and professionalism, conduct regular 1:1 coaching sessions, oversee daily support center operations, monitor workload distribution, review reports and call metrics, handle escalated customer concerns, monitor calls for quality assurance, partner with internal teams on performance issues, support onboarding of new employees
Seniority
Mid-level Manager (5+ years experience)
