Domestic Support Supervisor

Job Description

Job
Domestic Support Supervisor

Position Title

Domestic Support Supervisor

This position can be based in Wilmington, OH or Burbank, CA.

Position Summary

The Domestic Digital Support Supervisor is in place to provide direct support to the Domestic Digital Support Managers and provide guidance, direction and support to the Domestic Digital Support Leads and Trainer. This supervisor reports to the Domestic Managers. Responsibilities include overseeing associate development, monitoring associate performance, performing Manager or Lead duties when needed, answer technical questions and coach technicians. The Supervisor is also a liaison to management to implement or improve procedures, report team issues, further associate development, and escalate urgent issues including those pertaining to internal systems. Additionally, the Supervisor will work with the trainer to determine the training needs of the team at any given time. The Supervisor directly interacts with other departments, exhibitors, studio clients, and vendors.

RESPONSIBILITIES – Describes the expectations of the role
• Possesses a thorough understanding and working knowledge of the main systems and other web based programs used to perform the job daily.
• Is a proven expert in the procedures, workflows and systems used on a daily basis.
• Establishes and maintains courtesy and professionalism as a leader in all aspects of the job despite any adverse situations presented to them.
• Ability to foster and develop positive working relationships with technicians to promote an environment of open communication and professionalism.
• Has an ability to lead others in stressful situations including making sound judgements when information may be lacking and time is of the essence while regarding company and client policy.
• Assists managers with daily tasks as needed. This can include (but is not limited to) the following: report generation, timecard adjustments, addressing associate concerns, and assisting members of studio support with various requests.
• Assists Leads with their daily duties when necessary. This includes assigning tasks, uploading call sheets, and monitoring business volume and delegating responsibilities.
• Works directly with the trainer to establish training needs for all members of the Domestic Support team and following up regularly to ensure training is effective, timely, and impactful.
• Oversees associate performance through the call QC initiative and working directly with Leads to provide timely feedback to associates based on their observed interactions with exhibitors and clients.
• Stays up to date with changes to procedures, systems and updates to theatrical releases.
• Disseminates communications to technicians on their shift as updates and changes arise, or at the request of a manager.
• Responsible for updating and reporting issues that arise with distressed key and/or content orders through standard communication channels including service tickets and emails. This involves problem solving with precise documentation and effective follow up.
• Coaches technicians when they notice sub optimal performance or behavior with regard to company policy, departmental procedure and client standards. Records steps taken and escalates to the manager on duty.
• Addresses extreme performance or behavior issues and escalates to the manager on duty when necessary.
• Possesses and exercises the ability to make sound judgment when negotiating issues that arise from trouble-shooting. This includes having the skill to determine appropriate actions and rapid prioritization of issues and steps to prevent dark screens.
• Ability to generate required reports from systems, as well as read and utilize information.
• Provides feedback and suggestions to management for improved customer satisfaction, process improvements and system enhancements.
• Creates and sustains a safe and high-quality work environment for all Digital Support Technicians.
• Communicates in a timely manner with all other departments on issues they need to address or be made aware.
• Works to continually decrease call and ticket handling times with regard to accuracy and service.

REQUIREMENTS – Describes the professional experiences, educational background, knowledge, and behavior required to fulfill the role responsibilities
• Maintains a high level of confidentiality of Deluxe and customer/client sensitive information
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills.
• Must demonstrate a positive attitude, is able to handle self professionally in a high stress situation, and projects self as a team player.
• Provides leadership to all associates in a professional and positive manner. The leadership must stress strict compliance with all Digital Cinema Support and Deluxe company policies and procedures.
• Possesses strong decision making and problem-solving skills and the ability to address issues with associates in a consistent and timely manner.
• Properly and timely escalate all associate, customer production and system issues based on established standard operating procedures.
• Assists Managers in assigning the daily workflow and delegating tasks in a fair and impartial manner.
• Directly impacts the Domestic team performance to lower handling times with regard to accuracy and service through updated procedures, training and disciplinary actions as needed.
• Facilitates associate training with respect to all SOP's (standard operating procedures) as well as maintain SOP's as needed.
• Minimum of a High School Diploma or equivalent. Associate degree or above preferred. Two years of work related or management related experience would be considered.
• Experience using standard MS Office Suite (Word, Excel, and Outlook) required. Candidate must type a minimum typing speed of 40 words per minute and be capable of operating office equipment.
• Excellent verbal and written communication skills are needed to communicate effectively to all levels of the organization as well as internal and external customers.
• Must be detail oriented, self-motivated, possess good problem-solving skills, ability to multi task in deadline driven environment and work with minimal supervision.
• Strong customer service skills focused on problem solving and customer satisfaction
• Experience with incident management systems and web-based applications required.
• Experience in defining, documenting, and implementing business processes and procedures.
• Basic computer networking skills and familiarity with cinema environment is a must.
• Experience in a Customer Service organization and/or Technical Operations Service with hardware/software systems highly desired.

Diversity Statement

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basi

[more...]

Jobcode: Reference SBJ-rojyz6-3-137-161-222-42 in your application.