Technical Support Representative (TSR) Supervisor

The TSR Supervisor is responsible for leading and supporting a team of Technical Support Representatives (TSRs) to ensure excellent customer service, operational performance, and achievement of team and business objectives.YOUR TASKSSupervise, coach, and motivate TSRs to achieve daily, weekly, and monthly performance goals.Monitor team performance and key metrics, including productivity, quality, attendance, customer satisfaction, and service levels.Conduct regular one-on-one meetings, performance reviews, coaching sessions, and feedback discussions.Monitor customer interactions/calls and provide constructive feedback and coaching.Address employee performance issues and implement corrective action when appropriate.Handle escalated customer issues and work with internal departments to resolve complex problems.Ensure TSRs follow company policies, procedures, quality standards, and client requirements.Identify training and development needs and support employee growth.Assist with scheduling and ensuring adequate staffing to meet operational requirements.Analyze performance reports and identify opportunities for process improvement.Communicate business updates, goals, expectations, and ch.anges to the team.Partner with Operations, HR, Training, Quality, and other departments to resolve issues and improve performance.Promote a positive, inclusive, and accountable team environment.Ensure compliance with company policies and applicable procedures.Support continuous improvement initiatives and other operational projects as assigned.Work schedule: A or B shiftA Shift: Sunday, Monday, Tuesday from 6am-6:30 pm and every other Saturday from 6am-2:30 pm.B Shift: Wednesday, Thursday, Friday from 6am-6:30 pm and every other Saturday from 6am-2:30 pm.