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:

1. 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.
2. Provide coaching and mentoring to team to create and foster engagement, as well as a high- performance culture.
3. Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution.
4. 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
5. Monitor team members email and department communication to ensure proper feedback is provided as necessary.
6. Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience
7. 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
8. Partner with management to identify areas of opportunity to improve the customer experience
9. Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service.
10. Act as management escalation point for escalated calls
11. 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.
12. Keep abreast of new company products, services and procedures to ensure thorough team communication.
13. Maintain positive department morale through, subordinate feedback and establishes promotions, contest, events, etc. to keep a positive work environment.
14. Work with management on Customer Contact Center initiatives.
15. Appropriately escalate customer dissatisfaction with call center leadership team.
16. 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