Client Support Supervisor - Real Time Technologies, LLC

RT² offers the most flexible cutting-edge Retail Management Solutions that encompass sales,
inventory management, frontline employee management and engagement, payments, business
intelligence, and digital automation tools for the wireless industry. We support Fortune 500
companies, unify their customer experience, and remove pain points across multiple retail touch
points. RT² prides itself on fostering a team-oriented culture and a dynamic work environment,
where team members are set up to make meaningful contributions across the organization.

Client Support Supervisor - The Client Support Supervisor ensures a superior customer experience for all external and internal RT2 customers by assisting the Call Center Manager with performance and quality management of the Client Support Team. The Client Support Supervisor assists the Call Center Manager in directing, managing, and evaluating the team’s performance to ensure customers are receiving a high level of professional and courteous service through RT2's voice and email channels. Supervisors monitor the team’s performance and support the daily operations of the Client Support Team.

• Monitor “real time” call volume to ensure service level objectives are met, adjusting team member workload and overall staffing accordingly.
• Monitor agents calls/emails to meet quality requirements and customer satisfaction goals.
• Assist agents in resolving complex escalated customer’s issues.
• Supervisor all communication channels to ensure timely response and support of internal/external inquiries.
• Contribute to a successful work environment, where agents can achieve their professional and personal goals.
• Mentor agents honing on leadership, multitasking, and problem-solving skills, in a fast-paced environment.
• Perform system checks, completes emergency system down process and escalates issue for resolution.
• Review agent’s daily/weekly/annual performance reports, coaching agents to improve overall performance.
• Meet with agents regularly to build rapport and foster a positive work environment.
• Perform quality checks on agent performance and call center processes.
• Escalate trending customer issues to management efficiently and effectively
• Effectively convey to agents their impact in the overall success of the Enterprise Services Team and RT2 Company.
• Facilitate effective team relationships to resolve operational and interdepartmental problems quickly.
• Ensure that all agents obtain the appropriate training and provide that training on an ongoing basis. May also be asked to create training documents.
• Create schedules based on needs for projects or product release, forecast to ensure adequate staff levels are maintained.
• Assist with new hire onboarding and system access.
• May be tasked with testing and tryout of new systems/products to gauge functionality and provide feedback.
• Team meetings and regular communication as needed.
• May be asked to participate in new hire interviews as well as terminations.
• Perform video conference calls with agents and participate in other company conference calls via video.
• Additional tasks and responsibilities as needed to meet business needs.

• Prior supervisor or management experience in a call center environment, 2 years minimum
• Prior experience with remote team management and supervision preferred
• Superior knowledge of customer service techniques and standards required
• Excellent conflict resolution, decision-making and analytical skills
• Effective organizational, decision making and management negotiation skills. Ability to work well and quickly under pressure
• Experience with phone systems and remote management software (Ring Central, NEC, Cisco, CRM, Bomgar, Director)
• Excellent phone etiquette; Excellent written and verbal communication skills
• In depth PC knowledge including Microsoft Office, Outlook, Internet
• Model a positive can-do attitude, while showcasing time management and multi-tasking skills

• A unique opportunity to shape the journey of RT²
• Working within a rapidly growing, game-changing business
• Remote, flexible working options
• Competitive compensation
• Generous STI and LTI provisions
• Health, Dental and Vision Insurance
• Paid Annual Leave
• Paid Sick Leave
• 401K, and more

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