CalabasasCAJob DescriptionRetail Service Desk Supervisor work and reports to the Manager of the Retail Service Desk and provides Tier 3 support to the stores.
Must use his/her judgment to plan and accomplish company goals, while performing a variety of tasks.
This role is responsible for ensuring associates are adhering to policies and procedures including call center operational standards, employee service levels, quality standards and creating an open and professional environment.
The Supervisor will also monitor reporting to measure performance towards organizational goals.Job Duties include: Provide feedback to Department Manager & DirectorTier III escalation point for all POS system (Epicor), desktops, servers, printers, and other mission-critical systems in the retail environmentHelping train others and document knowledge for self-help Tier I and Tier II supportFacilitate training and development of the analystsWrite Mid-Year and Year End Performance reviewsDiscuss areas of improvement and plan of action for the departmentMonitor and score calls to ensure they meet or exceed established call quality standardsMaintain call service levels by regularly monitoring call volume, organize staff and take calls in times of high volumeMeasure and report analyst performance for speed, efficiency and qualityCreate and maintain procedural documentation and knowledge baseHandle escalated issues from internal departmentsProvide exceptional customer serviceProvide daily, weekly, and monthly department reports in an accurate and timely mannerRegular attendance is an essential duty for the positionAssist in supporting employee engagement initiatives; reward, promote, and encourage high performance while ensuring we always do the right thing for our peopleOther duties as assigned ScopeSupervises Staff Yes up to 10Financial Scope up to $75,000Decision Making – Creates policy, resolves problems and develops associates