Service Desk Supervisor in Atlanta, GA at DISYS

Date Posted: 7/4/2018

Job Snapshot

Job Description

Service Desk Supervisor

Open-ended contract in Atlanta (30328)

Responsible for managing performance of all agents during shift, including monitoring attendance, phone/queue management and escalations from both agents and customers.  Monthly shift rotation as part of a team providing 24/7 coverage. 

  • Agent monitoring and quality assurance– review live and/or recorded calls.
  • Review and verify service desk reports and metrics, and ensure SLAs are being met and staff is performing up to quality standards.
  • Take corrective action if/when necessary including documenting any coaching that has taken place.
  • Queue Management to include assignment of queue managers, publishing of schedule, real-time awareness and response to phone volume changes.
  • Timely response/resolution of escalations, including appropriate communication and status updates with customers, business partners and Sr. Management.
  • Regular team communication and dissemination of current events and/or items that the staff needs to be successful. 
  • Timely recognition, coaching, advice and guidance provided to the agents that includes encouragement and constructive feedback.
  • Ensure appropriate team/agent contributions.
  • Corporate and Assigned Training Requirements. 
  • Deliver with Accountability.
  • Collaborate for Results.
  • Lead and Develop People.
  • Lead and Manage process adherence/changes.

Must possess excellent customer service, strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.  Demonstrated track record of successful team management/coaching. Strong analytical skills, experience with development and reporting towards KPI's and knowledge of industry best practice/industry benchmarks.

Job Requirements

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.

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