Call Center Tier 2 Supervisor

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a highly motivated individual to fill the role of Call Center Tier 2 Supervisor for our Richardson, Texas office. You will be responsible for supporting a team of agents and our Dallas-based National Retail Sales assistance efforts in large national retailers across the country, for AT&T products and services including Wireless, Broadband, and DIRECTV.

As the Call Center Tier 2 Supervisor you will be responsible for the direct daily supervision of Tier 2 Agents. Supervised activities include those outlined in reporting employee essential duties and responsibilities, while also driving exceptional phone performance.

Additional responsibilities include managing ticket stats, analyzing and improving agent phone performance, provision of guidance and direction to staff, and management. Additionally, you will ensure adherence to standard operating procedures, staff training, problem-solving and follow-up, performance monitoring, and evaluations as needed.

This is an in-office position that will report to our Richardson, Texas
International travel requirement of approximately 2 weeks per quarter
Full-time, Tuesday – Saturday 10am – 7pm

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Responsibilities

• Manage a team of Tier 2 reps who systematically intake, escalate, and triage problems for our store partners or customers and follow through on the resolutions to ensure they are delivered
• Represent the Tier 2 team as a subject matter expert in meetings, incident reviews, and operational planning
• Review data and offer suggestions for improvement
• Excellent communication, both verbal and written, as you will be required to create a narrative outlining your weekly findings and the variances in goals
• Ability to establish relationships with inter-departments to resolve escalations in a timely manner
• Skillfully establish correct expectations, enforce relief, and resolve through effective communication
• Evaluate Tier 2 performance metrics

Requirements

• Familiarity with AT&T products and services
• Passion for delivering excellent customer service
• Exceptional verbal and written communications skills
• Quick learner with the ability to digest and simplify complex information
• Highly developed interpersonal skills and ability to work collaboratively across the organization
• Comfortable working in a fast-paced environment managing multiple deliverables
• Operationally minded, detail-oriented, and process driven
• Able to work both independently and as part of a team
• International Travel up to approximately 2 weeks per quarter
• Bilingual Spanish is preferred but not required

Computer Skills

• Proficient in Microsoft Office, Word, and Excel

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!