Title:  Associate Support Supervisor

Purpose:

Provides leadership to associates throughout the department, and builds partnerships with the call centers throughout the organization to leverage superior performance & utilization of resources and technology. This role offers a unique opportunity to oversee and guide our sales associates within the Customer Service department and contribute to the development of our external training programs. 

Roles & Responsibilities:

• Supervising one or more technical teams within the department.
• Reviewing operational goals and results with managers making recommendations and leading initiatives.
• Point person for strengthening department relationships such as Telecom, Corp Training, etc.
• Ensure that department service standards are met by initiating & driving results
• Develop and motivate higher level associates and teams by being proficient at Talent Development
• Managing direct statistical data and resources to gain efficiencies
• Managing outside vender relationships
• Providing oversight and leadership to sales and training associates within the Customer Service department.
• Leverage data to refine external training programs.
• Work closely with Customer Service and Sales leadership to continuously enhance the external training initiatives.
• Build and maintain a working relationship with Territory Sales Managers (TSMs) to better understand training needs and priorities.

Required Technical Skills:

• Proficient in Microsoft Office. 
• Proficient skills in computer applications for reporting & project management.
• Proficient in utilizing management tools & resources. 
• Understanding of products and systems used for servicing customers.  
• Strong Analytical Skills. 
• Strong Technical Business Writing.
• Strong Presentation and Communication Skills.
• 3+ years in a leadership role.
• Experience leading sales associates.
• Working knowledge of external training efforts.