Contact Center Supervisor

Hotwire CommunicationsTelecommunications

United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: At least 2 years’ experience in call center and customer service center role
Required Skills: LeadershipCustomer serviceQuality AssuranceCoaching

At least 2 years’ experience in call center and customer service center role.
Demonstrated ability and experience in providing leadership and motivation.
Working knowledge of Call Centers concepts, practices and procedures.
Knowledge of cable and telecommunications products and services.
Superior customer service delivery skills.
Focused, driven to achieve.
Ability to work a flexible schedule that includes, days, evenings, weekends and holidays.
At least one year of AMDOCS experience strongly preferred.

Lead and manage a team of customer engagement specialists to ensure successful processes for schedule adherence, call center queues, timeliness of issue resolution, and quality and training needs.
Provide coaching and mentoring to team to create and foster engagement, as well as a high-performance culture.
Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution.
Oversee the daily management of call/ticket resolution call center service level requirements (Metrics) ensuring timely call pick up, wait times and abandonment rates as well as timely resolution and follow through.
Monitor team members email and department communication to ensure proper feedback is provided as necessary.
Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience.
Review the performance of staff, identifying training needs and partnering with internal Training & Quality team to implement training opportunities.
Act as management escalation point for escalated calls.

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