Tier I Supervisor-Onsite

Job Purpose

The Tier I Supervisor is responsible for supervising, coaching, motivating and developing a team of Solutions Center Associates (SCA) employees with the goal of ensuring optimal productivity and quality satisfaction. This role also supervises and directs the activities of SCAs to ensure customer satisfaction and first contact resolution standards are met. Additionally, this position enforces policies and procedures to ensure effectiveness of offered services.

• Handle escalated customer issues, difficult and/or complex customer inquiries, and complaints referred by Solutions Center Associates and other sources
• Act as a liaison to other departments to facilitate the resolution of customer
• Participate in the interview and selection process for open SC Tier 1 and Monitoring Center Openings
• Technicians are also responsible for meeting the company customer service level objectives
• Collaborate with the training team with identifying and implementing needs
• Assist with identifying and coordinating training needs
• Assist with interviews and recommendations for open positions in the Solutions Center
• Identify and address disciplinary, developmental, and personnel actions related to employee and team performance including but not limited to call quality, work accuracy, productivity, compliance to policies and procedures, and adherence to assigned schedule
• Coordinate shift schedules and coverage to ensure that the team is always operating with the appropriate staffing levels
• Conduct regular individual and group meetings to ensure accurate information is coordinated and communicated across all shifts and employees
• Ensure timely response to incoming calls based on established Service Level Agreements (SLAs) and continuously monitor call volume to communicate changes to management and make recommendations when additional staffing is needed
• Track and trend the following:
  • Track and report daily call stats to SLA
  • Tickets to SLA
  • Track and trend CSAT scores for TS
  • Ticket review scores
  • QA monitor results by individual
• Ensure that expenses are managed and tracked to budget (overtime, supplies, capital expenses, etc.)
• Required statistical data daily, weekly and monthly
• Communicate with management relating to system issues, process improvement recommendations, and trends in customer calls
• Position Onsite In Houston, TX
• Perform other duties as assigned

• Ability to work independent of supervision, but also functions well with direct supervision in an office environment
• Ability to write straightforward explanations, routine reports and
• Ability to ask effective questions and present information clearly and succinctly
• Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives.
• Technical Experience at a level to enable understanding of technology, services being offered and its impact to the business
• Outstanding oral/written communication skills
• Strong organizational and follow up skills
• Must be able to work in a fast-paced environment where problem resolution times are measured in hours
• Flexibility for potential schedule changes in a 24-hour 7 day a week environment
• Ability to handle multiple issues or projects at any time

• High school diploma or
• 2+ years of supervisory or managerial experience in a contact center environment
• 5+ years of experience in providing direct customer support

• Associate degree or related field of
• Prior call center supervisory experience

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or

• $42,432 – $48,372 per year
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work‑related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination.

We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.