Contact Center Supervisor

This is a fully remote position, open to applicants in Florida.

📋 Description

• Lead and oversee a team of customer engagement specialists to ensure effective processes for schedule adherence, call center queues, prompt issue resolution, and quality training needs.

• Provide coaching and mentoring to the team to cultivate engagement and establish a high-performance culture.

• Supervise the accurate review and completion of escalated work items while collaborating with other departments for timely resolution.

• Manage the daily operations of call/ticket resolution call center service level requirements (Metrics), ensuring timely call pickup, wait times, abandonment rates, as well as prompt resolution and follow-through.

• Monitor team members’ email and departmental communications to guarantee appropriate feedback is provided as needed.

• Analyze and identify opportunities for improvement through call monitoring and escalation trends to enhance the customer experience.

• Evaluate staff performance, pinpointing training needs and collaborating with the internal Training & Quality team to implement training opportunities for both new and existing team members.

• Collaborate with management to identify areas for improvement to enhance the customer experience.

• Work closely with our partners and internal teams to identify and resolve issues, ensuring clients and advisors receive exceptional service.

• Act as the escalation point for management regarding escalated calls.

• Support all Customer Contact Center processes, including but not limited to schedule adherence, departmental and CES metrics, scorecards, and quality assurance.

• Maintain a system for providing feedback to agents on a bi-monthly and monthly basis.

• Stay informed about new company products, services, and procedures to ensure comprehensive team communication.

• Foster positive department morale through feedback from subordinates and establish promotions, contests, events, and other initiatives to maintain a positive work environment.

• Collaborate with management on Customer Contact Center initiatives.

• Appropriately escalate customer dissatisfaction to the call center leadership team.

• Perform other duties as assigned by the Supervisor.

⛳️ Requirements

• Proven ability and experience in providing leadership and motivation.

• Working knowledge of Call Center concepts, practices, and procedures.

• Familiarity with cable and telecommunications products and services.

• Minimum of 2 years’ experience in a call center and customer service center role.

• At least one year of AMDOCS experience is strongly preferred.

• Exceptional customer service delivery skills.

• Goal-oriented and driven to achieve results.

• Ability to work a flexible schedule that includes days, evenings, weekends, and holidays.

🏝️ Benefits

• Equal Opportunity Employer.