Technical Support Team Lead & Growth Coach

Apply now!; North Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company matching

Paid Time Off

Flexible Spending Accounts

Tuition reimbursement

Job summary

Arvato in Nevada seeks a TSR Supervisor to lead and coach a team of Technical Support Representatives, ensuring top-tier service, performance, and adherence to client requirements. You will monitor metrics, conduct reviews, and drive continuous improvement on a fast-paced tech support floor.

This role covers A or B shifts (including every other Saturday) and requires strong communication, coaching, and problem-solving skills, plus experience managing KPIs and staffing to meet goals.

Qualifications

• Minimum supervisory or team-lead experience in a technical/support/operations environment.
• Strong coaching and interpersonal skills; ability to motivate a team.
• Experience managing performance metrics and KPIs; data-driven.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced setting and manage priorities.

Responsibilities

• Supervise, coach, and motivate TSRs to achieve daily, weekly, and monthly performance goals.
• Monitor team performance metrics such as productivity, quality, attendance, and customer satisfaction.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Address escalated customer issues and coordinate with internal departments to resolve complex problems.
• Ensure TSRs follow policies, quality standards, and client requirements; identify training needs.

Skills

Coaching

Communication

Interpersonal skills

Performance metrics

Problem solving

Time management

Flexibility

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Microsoft Excel

Job description

Arvato in Nevada seeks a TSR Supervisor to lead and coach a team of Technical Support Representatives, ensuring top-tier service, performance, and adherence to client requirements. You will monitor metrics, conduct reviews, and drive continuous improvement on a fast-paced tech support floor.

This role covers A or B shifts (including every other Saturday) and requires strong communication, coaching, and problem-solving skills, plus experience managing KPIs and staffing to meet goals.