Remote Contact Center Supervisor Job at Hotwire Communications, LTD
The Contact Center Supervisor is responsible for overseeing and managing a group of customer engagement specialists on-site or remote. This position will consistently ensure that the highest level of service is provided to our customers.
RESPONSIBILITIES:
- 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 for new and existing team members
- Partner with management to identify areas of opportunity to improve the customer experience
- Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service.
- Act as management escalation point for escalated calls
- Support all Customer Contact Center process including but not limited to schedule adherence, department and CES metrics, scorecards, quality assurance, etc., You must maintain a system for providing feedback to agents on a bi-monthly and monthly basis.
- Keep abreast of new company products, services and procedures to ensure thorough team communication.
- Maintain positive department morale through, subordinate feedback and establishes promotions, contest, events, etc. to keep a positive work environment.
- Work with management on Customer Contact Center initiatives.
- Appropriately escalate customer dissatisfaction with call center leadership team.
- Other duties as assigned by Supervisor.
MINIMUM QUALIFICATIONS:
- 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
- At least 2 years’ experience in call center and customer service center role
- At least one year of AMDOCS experience strongly preferred
- Superior customer service delivery skills
- Focused, driven to achieve
- Ability to work a flexible schedule that includes, days, evenings, weekends and holidays
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