Customer Support Supervisor

The Client Support Supervisor is accountable for the efficient delivery of high quality and responsive electronic and telephone-based services to Internal and External Clients in relation to pre- and post-transaction activity, in accordance with SLA’s and KPI’s, which drive Customer satisfaction and retention. This role is accountable for leading, developing and motivating a team to deliver consistent high performance and a seamless Client Experience. This may include both on-site and remote team management depending on changing geographical composition of the team. 

This role is primary responsible for the performance and development of our people; creating an environment which encourages continuous improvement and empowering team members to identify and implement process changes and efficiencies. 

The person in this role will need to show strong leadership skills and help individuals navigate through Change Management programs. 

Objective of this role 

• Provide guidance, direction, and support to enable Team members to build and maintain the capability and capacity of their teams to optimize performance and consistently deliver a high quality, responsive service to Clients 
• Drive a seamless customer experience that creates positive sentiment for Convera brand.
• Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Lead the team and business goals by delivering Best in Class service to Convera customers. 

Responsibilities 

Leadership and Strategic Thinking 

• Maintain oversight of teams to ensure effective planning and review of service priorities is completed on a frequent basis encouraging active participation and recognition to build employee engagement
• Recruit and develop appropriately skilled individuals.
• Review and maintain capacity planning in line with changing strategic objectives
• Collaborate with other Operational leaders locally & globally to coordinate resource levels and cross-training opportunities.
• Support the implementation of employee engagement initiatives to create an inclusive environment and to maximize colleague motivation and wellbeing.
• Demonstrate a global approach to process improvements and changes to working practices 

Service Delivery Management 

• Lead by example in promoting Client centricity, ensuring this ethos is embedded across the team and delivery processes to support a seamless Client Experience
• Manage the efficient delivery of services, ensuring that resource levels are matched to business and Client requirements and are within budget, to support operational resilience, driving efficient and fair outputs across the team.
• Manage service delivery to ensure performance targets are met, KPI’s delivered and adherence to SLA standards, ensuring quality assurance checks are undertaken for individuals across electronic/telephony/SFDC channels
• Build and maintain excellent working relationships with external and internal clients, offering timely support and advice which meets their requirements, managing queries. Ensure risks are effectively managed, resolving, or escalating issues, as appropriate, to reduce retention risk. 

Continuous Improvement and Change Management 

• Demonstrate strong leadership in driving efficiencies and managing change programs to ensure business objectives are met
• Support the review and development of process and service delivery, identifying potential improvements and efficiencies which continually enhance the Client experience
• Maintain oversight to ensure timely reviews and updates of Standard Work Procedures are completed and brought to global oversight
• Take a lead role in managing Business Continuity ensuring departmental plans are reviewed and revised on an ongoing basis
• Collaborate with internal and external stakeholders to ensure a shared understanding and awareness of the rationale for, nature, timing, and impact of any changes.
• Ensure any knowledge, learning arising from change implementation and identified best practice is captured, shared, and applied to inform future decisions and actions. 

Communication and Stakeholder Management 

• Communicate effectively with team, global peers, and internal stakeholders, s