Resolution Support Supervisor

Job Description

– This role is a remote work from home position. Applicants must be legally authorized to work in the United States. Aspira is unable to sponsor or take over sponsorship of employment visas (including H1B, EAD, J1, TN1, etc..,) now or in the future.***

**About Aspira**
For forty years, Aspira has been the market-leading software and services provider for the great outdoors, primarily for state and provincial parks and wildlife agencies. As part of our constant evolution, we’re executing an aggressive multi-year transformation to accelerate revenue growth, optimize cost structures, and maximize shareholder value while expanding our market position.

The leadership team has reset the company’s core values to drive our transformation: Customer Obsession, Forward Momentum, One Team One Dream, Radical Transparency, Win with Integrity, and Excellence guide everything we do.

**The Ideal Candidate**

– The Aspira Resolution Support Supervisor oversees the daily operations of the Resolution Support team, ensuring exceptional service delivery and performance. This role includes managing staff, handling escalated consumer-related issues, and providing support to field staff. The supervisor is also responsible for interacting directly with clients, representing the team, and ensuring that all resolutions and customer interactions reflect Aspira’s core values and commitment to excellence.
– Additionally, the Supervisor will leverage data to identify performance improvement opportunities, make data-driven decisions, and provide feedback to enhance team performance. They will analyze key metrics, observe team behavior, and recommend changes based on data insights to drive continuous improvement.

**Key Responsibilities**

– Lead daily Call Center operations to meet or exceed goals, KPIs, and client satisfaction standards.
– Supervise and support customer service staff, including performance management, coaching, and scheduling.
– Monitor KPIs to optimize performance, manage call volume, and adjust workflows as needed.
– Handle escalated customer issues and maintain service quality.
– Represent the team in interactions with clients, providing updates on performance, resolving issues, and ensuring customer satisfaction.
– Provide phone support when necessary and maintain coaching proficiency.
– Manage staffing levels, including Time off requests and overtime, ensuring adequate coverage.
– Analyze historical data and real time data to identify performance improvement opportunities and make data driven decisions.
– Provide feedback and actionable insights to the team based on data analysis, optimizing operational workflows and service delivery.
– Support department Standard Operating Procedures and ensure effective communication of changes.
– Maintain active communication with management regarding operational issues and concerns.
– Foster a positive team culture that reflects Aspira’s values of teamwork, accountability, and professionalism.
– Ensure compliance with privacy, confidentiality, and regulatory standards.
– Motivate and support agents through regular feedback and communication to enhance team morale and performance.
– Improve the quality of results by recommending process changes or improvements based on performance analysis.
– Monitor and manage timecards and attendance, ensuring accurate reporting of hours worked and addressing any discrepancies or irregularities.
– Enforce department attendance policies to maintain consistent staffing levels and productivity.
– A flexible schedule is required, including evening or weekend hours, and remaining available as support for business escalations or error resolution
– Monitors, assigns, and manages cases within ticketing system to ensure timely follow-up and appropriate resolution.
– Follows proper escalation channels to ensure timely and effective resolution of complex or high priority cases

**Qualifications**

– Strong leadership and customer service skills.
– Professional and calm demeanor, with excellent listening and problem-solving abilities.
– Ability to manage workload effectively, both independently and as part of a team.
– Excellent communication skills, both verbal and written.
– Demonstrated experience in de-escalating situations, resolving customer issues, and fostering a positive environment for both customers and staff.
– Attention to detail and commitment to delivering high-quality service.
– Ownership of tasks and accountability for outcomes.

**Desired Hardware and Software Competencies**

– Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
– Familiarity with Call Center software such as Amazon Connect and Verint is a plus.
– **Desired Education and Experience**
– 1+ years of Supervisor, Customer Service experience, managing teams of 10-20 staff.
– 2+ years in a team lead or senior representative role, with experience in performance management and KPI oversight.
– 4+ years of inbound/outbound Call Center experience, ideally in hospitality or the travel/reservation industry.
– Technical background, a plus but not required