Supervisor, Service Assurance - Managed Services (Hybrid)
Core
Supervising a customer technical support team to ensure quality and service assurance within managed services.
Role type
Supervisor, Service Assurance
Builds
Managed services for global organizations
Domain
Telecommunications / Managed Services
Deliverable
client delivery
Required skills
Staff scheduling, Performance metrics analysis, Escalation process management, Team recruitment and training, Quality auditing, Independent judgment
Preferred skills
Telecommunications industry experience
Technologies
None stated
Responsibilities
Auditing service delivery quality by reviewing tickets and calls, Collaborating with engineering to refine escalation processes, Analyzing and reporting on service performance metrics, Managing customer interactions and resolving escalated complaints, Coordinating staff schedules and assignments, Leading team development through performance discussions and training
Seniority
Mid-level Supervisor