Technical Support Supervisor: Lead, Coach & Improve Metrics

Arvato; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid Time Off

Job summary

Arvato in Las Vegas, NV seeks a Technical Support Representative Supervisor to lead a team of TSRs, ensuring superior customer service, adherence to metrics, and achievement of team goals.

The role requires coaching, strong communication, and the ability to manage performance while coordinating with cross‑functional teams. The shift schedule may include A/B shifts, with weekends as needed.

Qualifications

• Applicants should have supervisory or team‑lead experience in a relevant environment.
• Strong coaching, communication, and interpersonal skills are required.
• Experience managing performance metrics and KPIs is preferred.
• Proficiency with Microsoft Excel and the MS Office suite is expected.

Responsibilities

• Supervise, coach, and motivate TSRs to achieve daily, weekly, and monthly performance goals.
• Monitor team performance and key metrics such as productivity, quality, attendance, and customer satisfaction.
• Conduct regular one‑on‑one meetings, performance reviews, and coaching sessions.
• Review customer interactions and provide constructive feedback to improve service levels.
• Address performance issues and implement corrective actions when needed.
• Handle escalated issues and coordinate with internal departments to resolve problems.
• Ensure TSRs follow policies and quality standards and meet client requirements.
• Identify training needs and support employee growth.
• Assist with scheduling to ensure adequate staffing.

Skills

Supervisory experience

Coaching

KPIs

Excel

Communication

Problem solving

Flexible hours

Education

High school diploma/GED

Tools

Microsoft Office

Job description

Arvato in Las Vegas, NV seeks a Technical Support Representative Supervisor to lead a team of TSRs, ensuring superior customer service, adherence to metrics, and achievement of team goals.

The role requires coaching, strong communication, and the ability to manage performance while coordinating with cross‑functional teams. The shift schedule may include A/B shifts, with weekends as needed.