Customer Care Technical Support Supervisor

Skilled Trades & Manual Labor
Jordan 🇯🇴
October 2, 2023

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Job Description

Job Brief:

Responsible for managing the CC Technical Support and CC Technical Visits function and ensuring high level of customer satisfaction and smooth customer experience.

Key Responsibilities:

  • Manage daily CC technical support operations activities, and regularly check troubleshooting dashboards to ensure functionality
  • Ensure that the emergency plans are designed and ready to be implemented
  • Ensure compliance with the technical support internal policies and procedures, health and safety rules and regulations, and quality control measurements
  • Prepare regular and ad-hoc reports and analyze the outcomes and set action plans accordingly
  • Evaluate processes and procedures that effect customer satisfaction and recommend changes and enhancement to improve the quality of service delivery
  • Conduct gap analysis between all the internal business units to find the root causes and come up with new business solutions in order to develop the technical support service delivery

leadership/management

  • Manage subordinates’ learning & development requirements and ensure that it is successfully delivered and provide related feedback to the management
  • Assign roles and work load distribution, set team objectives and conduct regular informal one-on-one meetings to deliver personalized feedback and provide support to attain goals
  • Conduct formal performance evaluation process for the subordinates in order to optimize workplace productivity
  • Participate in the recruitment, selection, evaluation process of new employees
  • Provide guidance and delegate responsibilities to subordinates to facilitate performing different tasks to support succession planning process
  • Manage subordinates’ administrational requirements
  • Assure that all subordinates are following Umniah’s policies and procedures and highlight any violation for the code of conduct
  • Manage economic, efficient and effective budget plan and control in alignment with the department and Umniah’s strategy
  • Ensure that employees are engaged and motivated through creating a respectful and trusting relationship with them and communicating Umniah values
  • Demonstrate flexibility in management by accommodating individual employee needs such as adjustable schedules or remote work options

Key Competencies:

Core Competencies:

  • Accountability and Result Drive;
  • Stakeholders Focus (Customer Care, internal and external customers)
  • Communication Skills
  • Work Ethics and Values

Functional Competencies:

  • Creativity
  • Selling & Relationships Building Skills
  • Planning & Organization
  • Problem Identification and Solving
  • Negotiation
  • Analytical Thinking
  • Organization Agility Business Insight

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