**JOB DUTIES:
- Supervise technical service-related operations.
- Ensure all team members are meeting performance and quality KPIs.
- Perform Call Quality Assessments.
- Follow up and coach team members about customer survey feedback
- Reach out to Dealer Customers who provide detractor NPS/CSAT scores.
- Oversee the work of technical support agents to ensure that all jobs are completed, assist with answering questions and take escalated phone calls
- Monitor queues and track inbound calls, calls waiting, abandonment rate, etc.
- Encourage and proactively coach and develop team members through career progression
- Be familiar with a variety of the field's concepts, practices, and procedures
- Keep track of team member attendance, PTO, weekly payroll and oversee team member's daily schedules.Review daily metrics and help lead to the overall team goals
**YOU MUST HAVE:
- Hi technical competency and aptitude - Must be able to assess tech calls in competency and approach.
- 2+ Years Excellent Leadership Experience within a contact center
- 3+ Years Excellent Customer Service/Tech Support Experience
- Prior experience with advanced usage of the **English **language inclusive of written and verbal communication.Must be able to work a rotating close schedule from 7AM to 6PM MDT.
**WE VALUE:
- 2+ Years Experience in Troubleshooting technical products (Smart Home, AV, Surveillance, and/or Networking products)
- Experience using Microsoft Office Products, with intermediate capabilities in Microsoft Excel.
- Experience with SAP, Salesforce or inContact
- Experience with installing technical products (Smart Home, AV, Surveillance, and/or Networking products)
- Strong knowledge of contact center performance metricsExperience coaching others in a contact center
**WHAT'S IN FOR YOU**:
- Great work environment and exceptional Resideo benefitsAbility to grow into different areas of the organization based on expertise and interest.
LI-AA1
LI-Onsite