Supervisor, Customer Service (Helpdesk) - Cable One Inc.

The Helpdesk Supervisor is responsible for overseeing the Helpdesk team, ensuring the delivery of high-quality support to end-users. This role involves managing daily operations, supervising staff, and maintaining customer satisfaction by addressing and resolving customer or operational issues promptly and efficiently.

Key Responsibilities:

Team Leadership and Management:

• Supervise, mentor, and provide guidance to Helpdesk Specialist.
• Conduct regular performance evaluations and provide constructive feedback.
• Develop and implement training programs for new hires and ongoing staff development.

Operational Oversight:

• Manage the daily operations of the Helpdesk, ensuring efficient and effective support.
• Monitor ticketing system to ensure timely resolution of support requests.
• Prioritize and assign support tasks based on urgency and impact.

Technical Support:

• Serve as an escalation point for complex account or customer issues.
• Ensure proper documentation of issues and solutions in the knowledge base.

Customer Service:

• Maintain high levels of customer satisfaction by providing excellent service.
• Address customer complaints and ensure issues are resolved promptly.
• Collect and analyze customer feedback to improve service quality.

Process Improvement:

• Develop and implement HelpDesk policies, procedures, and standards.
• Identify areas for improvement in support processes and recommend solutions.

Reporting and Analysis:

• Generate and analyze performance reports, including ticket resolution times and customer satisfaction metrics.
• Provide regular updates to the Regional Call Center Manager on HelpDesk performance.
• Use data to identify trends and make informed decisions.

Collaboration:

• Collaborate with other departments and teams to ensure seamless support across all Customer service areas.
• Participate in cross-functional projects and initiatives as needed.
• Foster a collaborative and positive team environment.