Forge Performance Group is a Recruitment & Talent Management solutions team located in Calgary, AB. We are dedicated to connecting our clients with highly skilled professionals well-matched to their unique hiring needs, culture, and goals. This opportunity is posted on behalf of one of our clients.

Our client's team is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, they drive innovation, practice resiliency, demonstrate leadership, go the extra mile for their customers, and empower their people to be their best.

Overview:

Our client is seeking a Supervisor for their Technical Support team to help lead customer support efforts. The Supervisor will play a vital role in managing daily operations, ensuring high levels of quality, customer service, and driving team performance. You will oversee a dedicated team of technical support analysts, fostering an environment of growth and excellence while addressing customer concerns effectively.

Responsibilities:

• Provide leadership and support to a team of 8–15 technical support analysts
• Leverage key performance indicators (KPIs) to enhance overall operational strategy within the Technical Support team
• Monitor daily call and case activity to meet and exceed service level expectations
• Assist in the management of call centre technology and help maximize its functionality
• Develop action plans to improve individual and team performance, ensuring quality service and employee satisfaction
• Support the growth of new and existing team members through structured training and mentorship
• Respond to escalated customer requests from first level agents and internal departments
• Prepare reports and proactively advise internal teams on customer feedback, including recommendations to improve product and process experiences
• Develop and maintain department processes and procedures to ensure they are properly documented, regularly reviewed, and consistently followed
• Foster a culture of ownership, innovation and resilience within a high-performing international team, in a rapid growth environment
• Help keep the team informed of new product and service-impacting issues
• Complete RMA authorizations, handle escalated customer issues, and provide troubleshooting support over the phone
• Collaborate with 2nd and 3rd level support teams to identify best practices and drive continuous improvement in products and processes
• Support call-handling practices to ensure calls are directed and recorded accurately
• Participate in incident reviews to identify root causes and implement corrective actions
• Work with internal teams to prepare and deliver support plans for customers
• Become a product and process expert while promoting an environment of continuous improvement

Requirements:

• Technical diploma/degree or equivalent relevant experience
• 5+ years supervisory experience in a technical support/call center environment
• Knowledge of call center telephone systems and ticket management platforms
• Strong technical aptitude and logical problem-solving skills across hardware, software, firmware and network/connectivity
• Understanding of operational and scheduling best practices to support a 24-hour, 7 day a week operation
• Proven track record of successfully leading a large team in a customer service environment
• Experience in process development and continuous improvement
• Clear and effective communication skills, both written and verbal
• Strong interpersonal skills with the ability to build and maintain relationships
• Ability to create meaningful reports, analyze operational issues, and recommend improvements
• Knowledge of RMA processes

Our client is powered by the diversity of their talented employees. They are an equal opportunity employer and consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. They enthusiastically encourage all individuals to apply for positions that fit their passions.