Remote Contact Center Supervisor

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