[Hiring] Contact Center Supervisor @Hotwire Communications

Role Description

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.

• 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 work 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 processes 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 establish promotions, contests, 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.

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.