International Support Supervisor

Job Description

Job
International Support Supervisor

Burbank, California-based Deluxe Entertainment Services Group, a wholly owned subsidiary of Platinum Equity. Deluxe is the leading provider of a broad range of entertainment industry services and technologies. We offer complete film and digital solutions for production, post-production, major studio and independent theatrical release, broadcast, home entertainment, archiving and asset management. Deluxe operates facilities in major film, video, and digital production markets around the world.
SUMMARY: Assists the Digital Support Manager in managing the day-to-day operation of the Digital Support Department. Provides direction for all activities within the department's operation, provides leadership, and quality support to all Digital Support associates.
RESPONSIBILITIES – Describes the expectations of the role
• Provides communication and support to all members of the management team as necessary. Fills in for the Customer Support Manager when not present.
• Monitors day-to-day activity of the International Support Department, insuring adequate staffing and proper administration of hourly employee's time.
• Utilize all available resources too efficiently and effectively manage studio Key releases.
• Must be able to accept and manage change and provide process improvement, cost saving and customer satisfaction suggestions.
• Develop and maintain relationships with customers/clients to their satisfaction.
• Provide the studios with accurate and timely communication regarding screenings, promos, sneaks, and wide releases to they can make informed decisions
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
• Addresses disciplinary and/or performance problems per company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
• Provide help where needed to all areas of the Digital Support, shift employee to help with surge/work volume.
• Oversees special projects, reports and other similar and/or related requests.
• Provide high degree of professionalism, courtesy and projection of a positive attitude in working with TDC internal and external customers, carriers, and any other vendors to insure zero defect business is maintained.
• Represents the department in meetings when required.
• Develops monthly schedule to provide adequate staffing within the Digital Support Department for 3 shifts, 24 hour, 365-day coverage.
• Conducts annual evaluations of the staff's performance and makes recommendations for merit or disciplinary action.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
REQUIREMENTS – Describes the professional experiences, educational background, knowledge, and behavior required to fulfill the role responsibilities
• High volume email queue experience required
• Excellent customer service and problem resolution skills.
• Excellent organizational skills and ability to work accurately and efficiently.
• Ability to effectively and professionally communicate with persons of all backgrounds.
• High energy level, strong work ethic, effective in a fast-paced, start-up environment. Strong organization and interpersonal skills.
• Ability to handle self professionally in all situations demonstrate creativity, use good business judgment, initiative, and accept responsibility.
• Maintains a high level of confidentiality of customer/client sensitive information and TDC confidential information.
• Strong understanding of Call Center setting statistical analysis and reporting.
• Experience in defining, documenting, and implementing business processes and procedures.
• Minimum 4+ years' experience as front-line Customer and/or Technical Support, supporting cinema services required. Computer hardware and software knowledge and certificates a plus (MSCE, Cisco, DBA, .net Programming)
• BA/BS or equivalent experience preferred and/or technical certifications and/or equivalent experience in leadership and management of processes and/or associates.
• Experience with cinema hardware and/or software systems, and Digital cinema projectors, audio processing, and theatre automation systems is a plus.
ESSENTIAL FUNCTIONS AND OTHER INFORMATION TO CONSIDER
Physical Requirements:
• Ability to sit for an extended time up to an entire shift.
• Ability to occasionally lift or transfer up to 25 pounds.
• Ability to view computer screen for an extended time up to an entire shift.

Language Skills:
• Ability to read and interpret documents, routine reports, and correspondences.
• Ability to speak clearly and professionally.
• Ability to create written communication for co-workers, management, and customers.
Environmental Considerations:
• Ability to multi-task effectively around distractions and medium noise levels created by multiple conversations at the same time in a high stress, fast paced environment.
• Working indoors in air conditioned atmosphere without access to see outside.
• Be present for assigned work shift, but be flexible to shift changes as required to support our customer base as it relates to high volume peak periods including week-ends and holidays.
• Ability to professionally greet visitors and use proper phone etiquette when answering phones.
• Ability to have a clean and organized workstation
MISCELLANEOUS
Deluxe's policy is 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 basis under federal, state or local laws, regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.
We offer competitive pay and benefits program, including: medical, dental & vision coverage, vacation & sick leave, 401(k), and more.
Shift is determined by job knowledge, experience, professionalism, teamwork/flexibility, business need and eligibility.

Jobcode: Reference SBJ-new4xk-216-73-216-0-42 in your application.