Community Support Supervisor

Ring are currently seeking a Community Support Supervisor to join our Call Center Operations in Glendale, AZ.

The Community Support Supervisor will be responsible for leading a team of top performing, goal oriented call center agents in a fast paced environment.  The Community Support Supervisor will carry out responsibilities in accordance with the organization’s policies.  He/ She must possess proven people management experience that can step in and take a leading role in strategizing and executing call center policies to meet and increase overall community satisfaction results. Qualified Candidates will be motivated, driven and have a high level of enthusiasm to exceed call metric and quality expectations.  Candidates will be creative resourceful, able to adapt to and manage change.  In addition, candidates must have problem-solving and analytical skills.

This position is both tactical in nature and will be expected to leverage the call center’s Continuous Improvement Management Systems model in collaboration with senior site leadership. 

Responsibilities

  • Manage a team of technical support representatives and their activities for the achievement of targets and goals.
  • Monitor team performance metrics to ensure that the call center goals are met and support the contact center quality and training efforts.
  • Monitor contact center agents daily performance and compare to monthly target.
  • Develop and implement new agent training programs.
  • Mentor, coach, and motivate agent to achieve department goals and to perform at their full potential.
  • Recruit and hire new talent within growth guidelines and expectations.
  • Measure the group as well as individual productivity related to community outcome.
  • Write and conduct performance evaluations as well as monitor attendance and performance of each employee.
  • Maintain harmony among employees and resolve grievance to create a pleasant working atmosphere with all company employees including other departments.

Knowledge, Skills & Abilities

  • 7+ years of call center experience required
  • 5+ years of supervisory experience required
  • Extensive knowledge of call center operations, including call center KPIs, coaching techniques and strategies, and quality assurance
  • Strong knowledge of customer satisfaction drivers 
  • Good written and oral communication skills; strong interpersonal communication and ability to work well in teams
  • Strong problem solving and analytical skills
  • Leadership qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence others
  • Demonstrated success supervising teams; work effectively with business and technical managers
  • Demonstrated ability to analyze complex issues and design appropriate solutions
  • Ability to accommodate change and adapt accordingly
  • Excellent communication skills, including ability to tailor communication to audience to achieve desired results 

Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro (HomeKit-enabled), Ring Stick Up Cam and the new Ring FloodlightCam. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. For more information, visitwww.ring.com. With Ring, you're always home.  
 

Meet Some of Ring's Employees

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Eugene and the Software Engineering Team create scalable software systems that are equipped to effectively handle millions of doorbell rings and motion alerts every day.

August C.

Director, Operations

August focuses on employee needs and Ring’s overall success. He also works closely with communities and customers to ensure their home security needs are met.


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