Schedule
Sunday 11am-7:30pmET
Monday-Thursday - 3pm- 11:30pmET

Responsibilities

Directly supervises employees within the support center department(s). Indirectly supervises employees within the field service department(s). Organizes, directs, and monitors daily activities of support center representatives. Distributes workload to support center team; monitors performance. Monitors support calls to observe support center representatives’ demeanor, accuracy, and conformity to company policies; provides feedback as needed. Monitors and analyzes productivity of support center representatives. Fields questions from support center representatives and clients; recommends corrective services to address customer complaints. Compiles status and work-volume reports for management. Maintains records of customer service requests and complaints. Prepares reports and correspondence as needed. Performs support center duties as needed. Performs other related duties as assigned by management Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems Must participate in an on call rotation Must be able to work weekends and late evenings.

Qualifications

Prior Call Center, Help Desk, or Support Center experience required. Prior Call Center, Help Desk, or Support Center supervisory experience is not necessary, but it is a plus. Experience with hospitality POS systems is a plus. Can report into office daily