Help Desk Call Center Supervisor

Job Description

Typical duties include but are not limited to:

• Supervises the day-to-day operations of the Help Desk Center staff to maximize team effectiveness and meet business needs.
• Focuses on managing steady workflow and productivity, meeting service/productivity standards, and resolving operational problems.
• Monitors and manages call queues and service levels to achieve targets for Service Level, Average Speed of Answer (ASA), Abandon Rate, First Call Resolution (FCR), Transfer Rate, Average Handle Time (AHT), Customer Satisfaction (CSAT), Reopen Rate, and Quality Assurance (QA) score.
• Uses Microsoft Teams Phone to configure call queues, auto attendants, business hours, holidays, greetings, and failover pathways in partnership with Network and Telecom.
• Uses Zendesk to administer groups, views, SLAs, macros, triggers, and ticket forms in partnership with the Zendesk Administrator.
• Creates and implements evaluations, assessments, and Help Desk Call Center strategic goals to assess and report effectiveness of services to supervisors and appropriate stakeholders.
• Leads daily standups, weekly operations reviews, and monthly performance readouts with stakeholders.
• Coaches Help Desk Call Center staff to achieve excellent customer service, using published QA rubric and calibration sessions. Provides timely feedback, recognition, and development plans.
• Oversees the knowledge base lifecycle and knowledge centered service practices, including article creation, review cadence, and retirements.
• Coordinates incident bridges and warm transfers to resolver groups such as Networking, Identity, Classroom Technology, Endpoint, and Security.
• Ensures identity verification, call recording consent, and privacy practices are followed per university policies and applicable regulations.
• Serves as a link between staff and manager by handling questions, interpreting and administering policies and procedures, and resolving work related issues.
• Resolves escalated problems referred by subordinate staff and notifies director of issues that require review.
• Collaborates with other ITS Supervisors on emerging trends, workarounds, and fixes emerging issues.
• Tracks work orders in the ticketing system.

Other Duties:

• Performs other job-related duties as assigned.
• Coordinates scripted call center communications in the event of an emergency.
• Updates outgoing messages regarding University hours of operations and closures.
• May provide after-hours coverage or on-call supervision as assigned.

Additional Job Description

Required Qualifications:

• This position requires a high school diploma and five years of full-time experience directly related to the job functions.
• Prior call center experience with responsibility for queue management and service outcomes.
• Experience providing technology support.
• Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
• Experience working with a customer service ticketing system.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Preferred Qualifications:

• Bachelor's Degree from an accredited institution in Information Technology, Business, Communications, or a closely related field.
• Experience in supporting users in a higher education environment.
• Experience with work order tracking systems, such as Zendesk or ServiceNow.
• Experience in analyzing operational data and translating insights into actions to improve ASA, Abandon Rate, Service Level, FCR, AHT, CSAT, and QA.
• 2 Years
• Supervisory experience leading a team in a metrics driven environment.
• Lean or Six Sigma exposure.

Knowledge, Skills & Abilities:

• Proven ability to think strategically and approach challenges with creativity.
• Demonstrated track record of reliability, meeting goals, and holding oneself accountable.
• Strong interpersonal skills and experience working effectively across teams.
• Knowledge of call center KPIs and methods for real-time and historical analysis.
• Knowledge of basic networking concepts.
• Knowledge and experience using Windows, MacOS, Android, and IOS operating systems.
• Knowledge of common productivity software, such as Microsoft Office, presentation graphics, and printing.
• Knowledge and experience in troubleshooting and setup of computer hardware and software.
• Knowledge of supervisory principles, methods and techniques, such as goal setting, staff appraisals, and employee scheduling.
• Skilled in using generative AI and data visualization tools like PowerBI to analyze call or ticket data in meaningful ways for others to understand.
• Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Skilled in coaching, QA calibration, and performance management.
• Ability to plan staffing to meet fluctuating demand and academic surges.
• Ability to collaborate and work effectively within the community and willing to contribute to a team effort.
• Ability to effectively manage the work of others by providing information, guidance and motivation.
• Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.

Institutional Values & Behavioral Expectation:

In this role, the successful candidate will be expected to:

• Seek out new approaches to improve outcomes; remain open for feedback and new ideas.
• Lead with integrity; consistently produce high-quality work; persevere to overcome obstacles to meet deadlines and achieve deliverables.
• Share information and insights thoughtfully; build partnerships across departments; communicate respectfully; support colleagues to achieve common goals.

Pay Grade 18

FGCU is a State University System of Florida member and an Equal Opportunity and Equal Access employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status.