Call Center Supervisor
Job Reference: CCS

Brief:

We are looking for a full time person to work out of our San Diego Data Center Call Center. The person we are looking for will be available for perform efficiently in a fast-paced, multi-tasking environment while maintaining a high level of service. Local candidates only for the San Diego office.

Description:

1. Night Shift in our call center
2. This includes nights, weekends, holidays, etc. to assist with staff shortages and major projects
3. Must be available for a rotating emergency on call list
4. Manage customer relationships to guarantee performance levels are established, proper support is provided and needs are satisfied in a responsive manner
5. Prioritization and delegation of trouble tickets
6. Direct interaction with customers and partners when necessary
7. Develop, educate and enforce standards and policies
8. Creation and maintenance of process/procedure documentation
9. Guidance, mentoring and technical training of phone staff
10. Must be able to multi-task in fast paced environment

Skills:

• Previous management experience of staff of 15+
• Management experience in 24x7x365 environment
• Experience within a customer service environment
• 3+ years experience with UNIX
• Expert in Internet protocols (http, SMTP, SNMP, RADIUS, DNS, etc.)
• Experience with Hardware
• Self-starter with high level of productivity and sense of ownership
• Ability to learn quickly and apply knowledge to new situations
• Good inter-personal, organization, time, and stress management skills
• Works well in a team environment and under pressure and makes informed decisions

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