Cloud Support Supervisor - RapidScale

Description

Primary Responsibilities and Essential Functions

• Data Analysis
  • Daily, review at least 15 cases from your team’s queue to verify team’s approach to resolution, find opportunities to celebrate great work, and drive early intervention when appropriate
  • Monthly, prepare a “month in review” analysis of your function, including trendspotting within your caseload, star performances, CSAT analysis, and additional items as requested by managements
  • As needed, prepare operational data for a portfolio of priority clients
• Management Activities
  • Weekly, host 1:1 conversations with your assigned team members to help solve problems and encourage professional growth
  • Validate and submit payroll for assigned team members
  • Create first drafts of on-call, daily, and holiday staffing for your assig...