Senior Supervisor, Global Customer Support Services
$83,900–$111,800 year
On-siteIrvine, California, United States
Job Summary
Execute global contact center operational workstreams for assigned initiatives impacting staffing readiness, telecom, channel support, and service delivery. Partner with the project management team to validate contact center impacts, coordinate operational readiness, and track support-side deliverables while escalating risks. Coordinate with regional support teams and partners to confirm readiness, gather frontline feedback, and support adoption of approved changes across multiple regions and languages. Review operational data to identify trends, staffing gaps, and efficiency opportunities, then prepare concise updates for leadership. Ensure operational changes align with customer data handling, privacy, and compliance requirements.
Required Qualifications
- Bachelor's degree or equivalent experience
- 6+ years of experience in customer support, contact center operations, global support coordination, workforce support, telecom support, process improvement, operational execution, or related customer service leadership roles
- Strong understanding of contact center operations, including voice, chat, email, social, self-service, escalations, queues, routing, service levels, backlog, quality, staffing, reporting, and support policies
- Experience supporting or supervising contact center operations across multiple regions, vendors, languages, or support channels
- Working knowledge of telecom and contact center concepts such as IVR, call routing, queue configuration, channel coverage, service level performance, average speed of answer, abandonment rate, and call flow changes
- General understanding of workforce management concepts such as forecasting, scheduling, intraday adjustments, occupancy, shrinkage, adherence, staffing coverage, and capacity planning
- Ability to use operational data, dashboards, and reporting to identify trends, summarize findings, validate impacts, and recommend practical improvements
- Experience contributing to operational readiness, UAT, process rollout, regional coordination, tool changes, system access, and post-launch issue follow-up
- Strong communication and follow-through skills with the ability to coordinate across project managers, regional teams, support partners, IT, telecom, workforce, reporting, quality, and leadership
- Working knowledge of CRM, contact center, reporting, ticketing, and collaboration platforms such as Oracle Service Cloud, Genesys, JIRA, ServiceNow, Power BI, Smartsheet, SharePoint, Microsoft Office, or similar tools
Desired Qualifications
- Experience in consumer electronics, technology support, warranty support, product support, or global customer service operations
- Experience supporting multi-region or multilingual contact center operations
- Experience coordinating operational workstreams within larger projects managed by a formal project management team
- Experience with telecom changes, queue management, routing updates, channel transition planning, operational dashboards, or contact center reporting
- Experience working with BPO or support partners in an operations, readiness, reporting, workforce, telecom, or implementation support capacity
- Experience reviewing metrics such as SLA, ASA, abandonment rate, AHT, FCR, CSAT, backlog aging, contact volume, productivity, adherence, and forecast or staffing variance
- Familiarity with AI-enabled support tools such as agent assist, chatbots, translation tools, quality automation, speech/text analytics, auto-summarization, or reporting automation
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