Supervisor, Technical Success Management
Location : Taguig City, Philippines
The Supervisor Technical Success Management will be responsible for leading a team of service-minded individuals (Technical Success Advisors) who provide daily assistance to key customers of the NICE inContact™ suite of technology products.
Responsibilities include ensuring customer satisfaction levels are kept high and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base.
The supervisor will lead the team to best-in-class customer service, customer satisfaction, retention, reference ability and revenue growth.
This position requires the ability to troubleshoot unique customer questions, act in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinate with internal departments to provide a collaborative solution experience that will leave the NICE inContact™ customer with a positive experience and a product that meets their needs.
As a Supervisor, Technical Success Management, a Typical Day Might Include the Following :
Manage a team of Technical Success Advisors (TSAs)
Perform annual merit reviews, quarterly reviews, and monthly or bi-weekly 1 : 1s
Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives
Adjust hours of work, priorities and staff assignments to ensure efficient productivity meets or exceeds both service and quality standards
Responsible for recruiting, hiring and discipline for the team
Review and respond to customer comments and surveys, coaching employees toward world class customer satisfaction
Confidently coach team members to effectively assist the customer to determine problems and provide resolutions on customer care issues and service problems, coordinate escalations, and assess customer’s needs
Continually find ways to improve process and workflow efficiency by contributing ideas and support
Consistently submit and edit content into a knowledge base designed to address common questions, advanced techniques and best practices
Motivate TSAs through effective management, career development and implementation of reporting mechanisms
Promote a culture of assertiveness, confidence and effective action planning to drive customer success.
Maintains adherence in areas such as attendance, use of resources and benefits, etc.
Attend meetings and trainings as required
May be called upon after hours for assistance
Keep oneself and ensures one’s team is updated, aware of, and compliant to all NICE inContact policies and procedures
Communicate in an effective and professional way with customers internally and externally
To Land This Gig You'll Need :
Bachelor’s degree in Information Technology, Business Management or related field or equivalent work experience required.
5+ years’ experience as a supervisor in a Call Center / Customer Service environment
Excellent customer service and communication skills, both verbal and written
Works well in a fast-paced environment
Proficient in Microsoft Office applications, advanced Excel preferred
Basic understanding of telephony concepts and terminology
Bonus Experience :
2+ years applicable service experience within the contact center industry
Working technical knowledge of contact center software / design / functionality
Previous work experience using Salesforce and Gainsight.
ABOUT NICE inContact : NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics.
NICE inContact provides the world’s No. 1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation.
NICE inContact is a part of NICE (Nasdaq : NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.