Audiology Technical Support Supervisor

The Audiology Technical Support Supervisor is the first level of the Audiology Technical Support management team. The Supervisor will have a proven track record of providing a "Best in Class" experience for our customers and will be the subject matter expert for the team. The primary focus is providing front line support and being a first point of escalation for the Audiology Technical Support team. The Supervisor encourages team members to meet individual and team performance goals through coaching and providing feedback to the representatives

• Organizes and supervises day-to-day operations and activities of the team to achieve key performance goals while continuing to provide phone support
• Ensures customer interactions are addressed in a timely and accurate manner
• Investigates and resolves advanced customer issues and complaints
• Monitors employee productivity and service levels for quality
• Leads and directs in a manner which inspires employees and produces desired business outcomes
• Manages daily attendance/phone coverage and approves time off requests
• Assists Leadership team with managing change
• Provides ongoing feedback to team and conducts regular performance reviews
• Supports the building and development of an effective and high-performance team
• Works effectively with other managers and supervisors to create maximum coordination and cooperation within the company
• Evaluates Audiology Technical Support representatives phone calls to identify training and Quality issues
• Promotes a positive work environment and excellent teamwork to ensure efficiency and accuracy of work
• Monitors and evaluates agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Shares information with staff, reviews team progress, and establishes relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc.
• Provides feedback to the Audiology Technical Support Manager to identify call trends and possible product issues
• May perform miscellaneous tasks/projects as directed by manager

• Candidate must have an Audiology Degree equivalent to M.S./M.A./Au.D. or HIS equivalent with 1 - 2 years clinical/field experience in audiological evaluations and hearing aid dispensing
• Minimum of 3 - 5 years supervisory or team lead experience
• Proven track record of providing "Best in Class" service to our customers
• Ability to lead a team in the successful achievement of specific goals and objectives
• Ability to set standards and practices to achieve the highest quality work Extensive customer service skills with the proven ability to resolve escalated
• Audiology Technical Support issues
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and oral communication skills
• Strong interpersonal skills with the ability to work effectively with individuals at all levels of experience
• Attention to detail and excellent follow up skills
• Computer literate with proficiency in Microsoft Office
• Strong coaching/counseling techniques with ability to mentor and motivate
• Flexible team player with ability to function in a dynamic environment
• Ability to adapt quickly to changing business needs and processes
• The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

What we have to offer:
Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts

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