Customer Support Admin Supervisor

Responsibilities

• Work with the Customer Support Team Manager to set clear goals and expectations for the team and ensure they are effectively implemented
• Actively work with the Administrative Services Team Manager to review data and trends to improve service levels
• Proactively build great working relationships with key colleagues of all levels of the organization
• Safeguard and resolve customer disputes in line with House Rules. Liaise with line managers with appropriate authority to resolve disputes
• Ensure the Administrative Support Team remains fully compliant with State and Federal rules and regulations
• Support various administrative tasks within the team
• Undertake additional tasks and projects contributing to the Administrative Support Team, as needed, or requested
• Maintain effective communication channels within the department
• Challenge and address underperformance in the team

Qualifications

• Excellent verbal and written communication skills
• Availability to work nights, holidays, and weekends
• Ability to multitask
• Gives quick and effective speed of service
• Knowledge of State and Federal rules and regulations
• Able to handle complaints and difficult situations in a calm and patient manner
• Ensures high standards, show initiative, proactivity, and professionalism
• Flexibility to perform different tasks and follow procedures correctly
• Must be able to work independently with minimal supervision
• Confident in one's ability to assess situations and make informed decisions
• Ability to manage a diverse range of activities and effectively prioritize responsibilities

About the role

There is an immediate opening for a Customer Support Admin Supervisor in Las Vegas, NV. As the Customer Support Admin Supervisor, you will be responsible for supervising the Customer Admin Support department, ensuring that service levels are met and exceeded, contacts are recorded for reporting purposes, and that contact quality is of a high standard. You will also, supervise your own group of Customer Support Admins, meeting monthly to review team, grading calls, coaching, and setting targets for improvement.