Reporting to the Technical Support Manager, the Technical Support Supervisor will be responsible for supervising those answering Dealer-Customer inquiries through phone, chat, and email communication in a call center environment. The Technical Support Supervisor is responsible for ensuring that partner interactions are held to the highest quality standards, quickly addressed, and that technical staff have the knowledge and tools to be effective at their jobs. The position will require multitasking, coaching, thinking out-of-the-box, and being a productive go-getter.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:High 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 metrics.Experience coaching others in a contact center.WHAT'S IN FOR YOU:Great work environment and exceptional Resideo benefits.Ability to grow into different areas of the organization based on expertise and interest.#J-18808-Ljbffr