IT Supervisor, Technical Support - First Shift
Posted on: January 15, 2019
Job Summary The core purpose of this position is to assist in managing and leading the Technical Support area of the Denny's Call Center to an effective and efficient standard. This role is responsible for supporting, mentoring, and training Technical Call Center Associates. The Supervisor will provide an environment where team members can expand and contribute their knowledge and further develop their skill base, while meeting or exceeding goals and objectives. This includes regular and timely one on one coaching, and feedback sessions, development plans including employee empowerment, training, call cycle metrics, call evaluations and administering performance appraisals. This is a first shift position with some weekend hours required. Essential Functions (Key Responsibilities) Serves as a Liaison with External Departments such as IT, Cash accounting, etc to provide subject matter expertise and coordination of resources to meet and exceed business needs and expectations. Works closely with internal teams to formulate detailed project plans. Execute project plans within scope, on schedule, and within budget. Maintains hands-on knowledge of help-desk operations, various software applications, database architectures, POS systems, computer/hardware technologies and multiple network topologies. Communicates ideas and recommendations effectively to all levels within the department, using tact, common courtesy, persuasion, and discretion to achieve desired objectives. Presents ideas effectively to individuals and/or groups. Express ideas and information clearly in reports, letters and other documents. Ensure all written communication contains appropriate organization, structure, grammar, language and terminology adjusted for the intended audience. Provides regular status updates on Call Center operations, support/maintenance issues, and Call Center systemic enhancements. Utilizes appropriate interpersonal styles and methods to inspire and guide all levels of the organization toward improved goal achievement. Supports and facilitate the development of others' knowledge and skills by providing timely feedback and guidance to help staff reach goals. Provide performance feedback, career coaching and mentoring. Delegates tasks to staff as appropriate while providing adequate information required to successfully completing the assignment. Makes recommendations and/or decisions that contribute to the overall success of projects and programs. Attracts, develops, influences and retains key team members. Adapts to a changing work environment while staying abreast of evolving technologies. Works well under pressure and meet deadlines. Other duties as assigned. Education and Experience Requirements College degree in related field preferred. Four years of customer contact experience in a call center environment. One year supervisory/lead experience in a technical environment preferred. Required Knowledge and Skills Possesses ability to define expectations, coach, and train, motivate, and guide team members. Must possess excellent interpersonal experience in customer service/support or similar environment including excellent customer service skills. Demonstrates problem solving and analytical skills. Adaptable and flexible with the ability to accept, create, and manage change. Must be willing to adhere to a flexible work schedule to include evenings, weekends, holidays, and rotating on call schedule. Ability to work well under pressure, stressful situations and to meet and exceed deadlines and expectations. Must be able to effectively and efficiently manage multiple tasks using prioritization techniques. Provide the highest level of customer support at all interaction to the external and internal customers. Must be a self-motivated, goal driven individual who is eager to take on new and challenging responsibilities. Experienced in creating and administering quality assurance standards. Denny's, Inc. is committed to providing equal employment opportunity for all persons regardless of age, race, creed, color, national origin, citizenship status, religion, sex, sexual orientation, gender identity, disability, genetic information, military or veteran's status, criminal background, or any other characteristic protected by Federal, State, or local law. Applicants requiring reasonable accommodation for any part of the application process should contact 864-597-8000. PLEASE DO NOT CONTACT THIS NUMBER TO CHECK THE STATUS OF YOUR APPLICATION.
Keywords: Denny's, Spartanburg , IT Supervisor, Technical Support - First Shift, Hospitality & Tourism , Spartanburg, South Carolina
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