Job DescriptionRetail Service Desk Supervisor works and reports to the Manager of the Retail Service Desk and provides Tier 3 support to the stores. Must use his/her judgment to plan and accomplish company goals, while performing a variety of tasks. This role is responsible for ensuring associates are adhering to policies and procedures including call center operational standards, employee service levels, quality standards and creating an open and professional environment. The Supervisor will also monitor reporting to measure performance towards organizational goals.
Duties and Responsibilities- Provide feedback to Department Manager & Director
- Tier III escalation point for all POS system (Epicor), desktops, servers, printers, and other mission-critical systems in the retail environment
- Helping train others and document knowledge for self-help Tier I and Tier II support
- Facilitate training and development of the analysts
- Write Mid-Year and Year End Performance reviews
- Discuss areas of improvement and plan of action for the department
- Monitor and score calls to ensure they meet or exceed established call quality standards
- Maintain call service levels by regularly monitoring call volume, organize staff and take calls in times of high volume
- Measure and report analyst performance for speed, efficiency and quality
- Create and maintain procedural documentation and knowledge base
- Handle escalated issues from internal departments
- Provide exceptional customer service
- Provide daily, weekly, and monthly department reports in an accurate and timely manner
- Regular attendance is an essential duty for the position
- Assist in supporting employee engagement initiatives; reward, promote, and encourage high performance while ensuring we always do the right thing for our people
- Other duties as assigned
Scope- Staff supervision and development: Yes
- Decision making: Creates policy, resolves problems and develops associates
- Travel: Up to 5%
- Flex Designation: Anywhere
The anticipated salary range for this position is $73,600- $110,400 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company's 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.
RequirementsEducation and ExperienceEducation Requirements
- High school diploma or equivalent
- Bachelor's degree in Information Systems or a related discipline preferred
Years of Experience
- 1-2 year in a leadership role
- 2 year of experience in Help Desk or Call Center environment
- 2-3 years in Help Desk or related environment
Skills- Previous experience working on Point-of-Sale system
- Previous experience in retail
- Strong analytical and troubleshooting skills
- Strong written and verbal communication skills
- Strong attention to detail and accuracy
- Ability to handle multiple concurrent issues
- Must be reliable and self-motivated
- Ability to work in a team environment as well as independently
- Ability to effectively prioritize and execute tasks in a high-pressure environment
Physical RequirementsGeneral office environment requiring ability to:
- Stand, walk, sit for extended periods of time.
- Speak and listen to others in person and over the phone and video conferencing.
- Use keyboard and read from computer screen and reports.
- The ability to lift up to 15 lbs.
Safety- Must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.
