Supervisor - Tier 1

Be visionary

Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.​

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

Job Summary:
The Tier 1 supervisor oversees the daily operations of a team of customer support representatives. This role involves managing staff performance, ensuring high-quality customer service, handling escalated issues, and supporting the team’s professional growth. The ideal candidate will have strong leadership skills, a customer-focused mindset, and the ability to thrive in a fast-paced environment.

Key Responsibilities:

• Team Supervision: Lead, mentor, and supervise a team of support agents to ensure they meet performance metrics, service levels, and quality standards.

• Performance Monitoring: Track key performance indicators (KPIs) such as call handling time, customer satisfaction, and issue resolution rates. Provide regular feedback to team members.

• Training & Development: Identify skill gaps and provide coaching, training, and development opportunities to enhance the team’s capabilities and knowledge.

• Quality Assurance: Conduct call audits and monitor interactions to ensure consistent, high-quality service. Implement corrective actions where necessary.

• Escalation Management: Address and resolve escalated customer issues professionally and promptly. Coordinate with other teams when necessary.

• Reporting: Generate and analyze reports on team performance, identifying trends and areas for improvement. Report findings to upper management.

• Schedule Management: Ensure adequate staffing levels by creating shift schedules, managing time-off requests, and addressing attendance issues.

• Motivation & Engagement: Foster a positive work environment by recognizing and rewarding high performance and encouraging team collaboration.

• Process Improvement: Identify and suggest improvements to workflows, tools, and processes to enhance efficiency and service delivery.

Qualifications:

• Education: A high school diploma or equivalent required; a bachelor’s degree in business administration, communications, or a related field is a plus.

• Experience: 2+ years of experience in a technical support environment, with at least one year in a supervisory or leadership role.

 
Skills:

• Strong leadership and team management abilities;

• Excellent verbal and written communication skills in Spanish and English;

• Proficiency in support ticketing software;

• Analytical mindset with the ability to interpret performance data;

• Ability to handle stressful situations and make quick decisions;

• Strong customer service and conflict resolution skills.

Extra requirement:

• We are running a 24/5 operation; most of the team is based in Bogota – Columbia; as a result, we request the ability to work flexible time shifts.

This position requires access to export-controlled information or items (i.e. regulated technology or technical data per ITAR/EAR US regulations). Applicants must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

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