Customer Support Supervisor

Bright MLS, Inc.
Rockville, MD
Jun 14, 2018
Jun 15, 2018
Full Time
Job Description We are looking for a Customer Support Supervisor who will be responsible for organizing and directing the day-to-day activities related to the operations of the contact center. Responsible for managing, training and guiding a team of Customer Support staff members in performing their duties. Provides technical and customer service assistance including, but not limited to, hardware, software, application, membership, billing and first-level compliance support. Reports and resolves problems and complaints. Monitors staff and contact center performance, and analyzes reports. Helps develop schedules to ensure adequate staffing levels. The successful candidate will typically have a bachelor's degree or equivalent and 5 - 7 years' experience. Prior Contact Center experience necessary. Previous supervisory experience a plus. Experience managing a multi-location call center and/or telecommuters preferred, but not required. Strong working knowledge of one or more of the following - Microsoft Office, ACD systems, Contact Center Workforce and Quality applications. Possess an in-depth understanding of principles, concepts and techniques appropriate to the call center environment gained through study and experience. Experience in real estate or related industry preferred but not required. Experience with a hosted telephone system a plus, but not required. Proficient with current versions and commonly used Web browsers and operating systems. Proven leadership and project planning skills are essential. Exemplary interpersonal, oral and written communication skills, strong data-gathering, problem-solving and decision making skills are necessary. Customer-focus and demonstrated ability to create high-performance teams is required. Must have or gain knowledge of appropriate Bright MLS systems necessary to support customers. Company Description Bright MLS is made up of nine MLSs (43 Associations) in the Mid-Atlantic region. Bright serves parts of 6 states plus Washington, DC encompassing 85,000 real estate professionals who serve over 20 million consumers and facilitate approximately 250,000 transactions a year that are valued at more than $85 billion. For more information, please visit

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