Support Supervisor

About the role

The Support Supervisor reports to the Support Manager and is responsible for improving agent call and incident handling efficiency to meet all contractual SLAs. This remote position involves daily reviews, KPI monitoring, and handling escalations to ensure timely and professional issue resolution.

Key responsibilities

• Monitor and coordinate Support Center operations, managing Avaya call queues and incident queues to meet customer SLAs.
• Hold monthly meetings and conduct individual performance reviews with agents.
• Enforce KPIs and ensure guidelines are followed for quality service.
• Respond to, manage, and own escalations from all organization levels and external clients.
• Create, update, resolve, or escalate incidents according to company policies and SLAs, and write detailed incident reports.

Required profile

• Fluent in English and Spanish with superior verbal and written communication skills.
• Demonstrated exceptional leadership and attention to detail.
• Ability to work under pressure, multitask, and manage high‑profile customer escalations.
• Willingness to work 24/7/365 shifts, including holidays and weekends.

Required skills

• Proficiency with Microsoft Office.
• Experience using Avaya CMS.
• Familiarity with internal GuestTek tools and incident management systems.