US Technical Service Center Supervisor

Position Description:

US Technical Service Center (TSC) Supervisor/Manager
AMD SUNNYVALE

The North American TSC is a well established group. And is the North American arm of the Global TSC group. It is currently structured in a L1 and L2 support model. L3 support is performed outside the group.

AMD is looking to replace the current supervisor, who is moving to another position within AMD. This role involves managing the L1 and L2 call centre staff comprising of a combination of temporary and permanent staff. This position reports in to the World Wide Global TSC Manager.


JOB SKILLS
Strong Leader: driving team quality of work
Project management experience
5-8 years Industryl experience (Call Center management preferred)
Supervisor/manager experience
Hardware PC skills: Integration of standard PC components
System building skills
Software at the component level: Device drivers, Bios, Application Configuration.
Call Center Skills
System skills
Good spoken English
Recruitment skills
Analytical skills: How to manage, publish and execute to an SLA
Call Center Qualification
Training skills
Product/ Call Center Process

Qualifications
Degree preferred. Experience will also be considered.


PERSONALITY
Self-Driven (remote manager)
Decision maker
Passionate about customer service
Pride in work
People person ? integrate well into the local office
Team player


Qualifications:

Management Role
? Manage Regional TSC Statistics
o Is the owner of all types of customer service delivered in a regional TSC
? Level 1, 2, and 3
o The owner of quality control in a regional TSC
? Ensures SLA?s are complied with
o The owner of CSAT results, and resulting actions
o Is the owner of L1 budget and headcount

? Call Centre system experience, and best practice
? L1 Recruitment (Interview skills)
? L1 Management
o All level 1 Call Centre activities
? Quality control
? SR status idle time exceeds entitlement
? CSAT score does not meet minimum
o Holiday and resource planning
? L1 staff
? SAP Support system admin
o Templates, staffing etc
? L1 training
o SAP support system usage
o Corporate overview
? From the Global TSC training package
o AMD organisation training
o Global Customer Service Process Training
? Customer complaint management
o L1 Complaint escalations
? Management of regional distribution lists