Workforce Management Lead

2 weeks ago

Dania Beach, Florida, United States Q Link Wireless Full time

Q Link Wireless is an internet-based company with over 2.5 million customers, our company's mission is to wirelessly connect people to their world, regardless of their income.

We are fulfilling this vision by consistently providing reliable, economical, and high-quality cell phone service to qualified low-income individuals within the United States.

This is a full-time in-house position based in Dania.

Q Link Wireless is seeking to hire an experienced Contact Center Supervisor.

As a Contact Center Supervisor, we expect you to be customer-centric and have experience in supervising others and motivating them to achieve business goals.

The customer service supervisor will play a collaborative role in growing and implementing standards and processes.

Our mission challenges us to put the needs of the people we serve first. To deliver this dedication, the Q Link Wireless team has prioritized the Customer Experience as a strategic objective.

Responsibilities:

  • Supports day to day management of departmental operations for the contact center.
  • Ensures that real time reporting is accurate and is completed in a timely manner.
  • Prepare daily/monthly/annual audit real time performance reports, must be proficient in excel.
  • Assist in the formulation of targets for individuals and teams.
  • Interacts with client leadership requiring issue resolution.
  • Answer staff questions, provide guidance and feedback to team members.
  • Oversees the efficiency/quality of monitoring call and chat volumes ensuring Service Level Agreements are maintained.
  • Plans, directs, supervises, and evaluates workflow.
  • Supports establishing procedures and scripts used by team members.
  • Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
  • Manages call/chat list including verifying tracking processes, contact attempts, etc.

Qualifications:

The minimum requirements for the Contact Center Supervisor role are:

  • 3 Years in a contact center leadership role of customer service or technical troubleshooting.
  • 2year college or equivalent Military experience.
  • Workforce management.
-
Intermediate to advanced
Microsoft Office skills:

  • A cool head to help you succeed in a fast-paced, high-pressure environment, making decisions and solving technical problems
  • Comfort multitasking, using multiple software programs and exhibiting good prioritization skills during simultaneous projects and tasks
  • General understanding of call center technology
  • Excellent oral, written, and interpersonal communication skills.

Benefits:

  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Education:

  • High school or equivalent (required)

Experience:

  • Assistant manager: 4 years (required)
  • Call center: 4 years (required)
  • Workforce management: 4 years (required)

Ability to Commute:

  • Dania Beach, FL (required)

Work Location:
In person

  • Shift Lead

    4 weeks ago

    Dania Beach, Florida, United States Walgreens Full time

    Job Description: Opens and closes the store in the absence of store management, including all required systems start-ups, required cash handling, and ensuring the floor and stock room are ready for the business day. Responsible for opening back door of store for deliveries. Completes product returns, order voids, customer refunds, cash drops to the safe,...

  • Workforce Optimization Analyst

    2 weeks ago

    Juno Beach, Florida, United States Synergy Business Consulting, Inc. Full time

    Position Specific Description Workforce Management & Scheduling:Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.Manage agent time off requests...

  • Workforce Optimization Analyst

    4 weeks ago

    Juno Beach, Florida, United States NextEra Energy Full time

    Requisition ID: 80280 NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the...

  • Sales Manager

    2 weeks ago

    Dania Beach, Florida, United States KOLTER HOSPITALITY GROUP Full time

    Job DetailsJob LocationHyatt House Dania Beach Dania Beach, FLPosition TypeFull TimeSalary Range$50, $55,000.00 SalaryTravel PercentageUp to 25%Job ShiftDayJob CategoryHospitality HotelDescriptionOverview: A Kolter Hospitality Sales Manager works with management throughout the hotel and the Company. They deliver service excellence to guests and customers by...

  • Lead Server

    2 weeks ago

    Boynton Beach, Florida, United States Allegro Management Company Full time

    Our Company Allegro is a respected leader in the senior living industry, actively engaged in ownership, operations, design, development and property management services for multiple luxury brands throughout the US, with corporate headquarters located in St. Louis, MO. Our Community At Allegro in Boynton Beach, youll discover the joys of inspired senior...

  • Recreation, Program Coordinator I

    2 weeks ago

    Dania Beach, Florida, United States City of Dania Beach Full time

    employment with us in our collaborative work environment. We want motivated individuals looking for an opportunity to make a difference. As a member of our highly qualified team, you will have the opportunity to play a vital role as part of our local government. Join our team of dedicated professionals who love what they do and help us create a thriving...

  • Records Specialist

    2 weeks ago

    Dania Beach, Florida, United States City of Dania Beach Full time

    Located in the heart of South Florida, the City of Dania Beach is an ideal and exciting place to live, work and play. Dania Beach is in a renaissance, and we invite you to consider employment with us in our collaborative work environment. We want motivated individuals looking for an opportunity to make a difference. As a member of our highly qualified team,...

  • Night Auditor

    4 weeks ago

    Dania Beach, Florida, United States Courtyard Fort Lauderdale Airport & Cruise Port Full time

    Additional Information Pay: $16.15/hourJob Number Job Category Finance & AccountingLocation Courtyard Fort Lauderdale Airport & Cruise Port, 400 Gulfstream Way, Dania Beach, Florida, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPosition SummaryCheck figures, postings, and documents for accuracy....

  • Night Auditor

    2 months ago

    Dania Beach, Florida, United States Courtyard Fort Lauderdale Airport & Cruise Port Full time

    Additional Information Pay: $16.15/hourJob Number Job Category Finance & AccountingLocation Courtyard Fort Lauderdale Airport & Cruise Port, 400 Gulfstream Way, Dania Beach, Florida, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPosition SummaryCheck figures, postings, and documents for accuracy....

  • Preventative Maintenance

    4 weeks ago

    Dania Beach, Florida, United States Courtyard Fort Lauderdale Airport & Cruise Port Full time

    Additional Information Weekly pay, Pay: $17.51/hourJob Number Job Category Engineering & FacilitiesLocation Courtyard Fort Lauderdale Airport & Cruise Port, 400 Gulfstream Way, Dania Beach, Florida, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPosition SummaryPerform scheduled preventative maintenance...

  • Preventative Maintenance

    2 months ago

    Dania Beach, Florida, United States Courtyard Fort Lauderdale Airport & Cruise Port Full time

    Additional Information Weekly pay, Pay: $17.51/hourJob Number Job Category Engineering & FacilitiesLocation Courtyard Fort Lauderdale Airport & Cruise Port, 400 Gulfstream Way, Dania Beach, Florida, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPosition SummaryPerform scheduled preventative maintenance...

  • Chief Product Officer

    2 weeks ago

    Dania Beach, Florida, United States IntelePeer Cloud Communications LLC Full time

    About IntelePeer Cloud Communications helps customers communicate better, faster and smarter, through its Communications Automation Platform. Our low- and no-code solutions provide customers with simple, easy-to-use tools that can be utilized by anyone. Powering automation through AI and analytics, IntelePeer provides industry-leading time-to-value and...

  • Vice President, Demand Generation

    2 weeks ago

    Dania Beach, Florida, United States IntelePeer Full time

    Job Description Job Description About IntelePeer Cloud Communications helps customers communicate better, faster and smarter, through its Communications Automation Platform. Our low- and no-code solutions provide customers with simple, easy-to-use tools that can be utilized by anyone. Powering automation through AI and analytics, IntelePeer provides...

  • Senior Planner

    2 weeks ago

    Dania Beach, Florida, United States City of Dania Beach Full time

    Located in the heart of South Florida, the City of Dania Beach is an ideal and exciting place to live, work and play. Dania Beach is in a renaissance, and we invite you to consider employment with us in our collaborative work environment. We want motivated individuals looking for an opportunity to make a difference. As a member of our highly qualified team,...

  • Electrician

    2 weeks ago

    Dania Beach, Florida, United States Generac Power Systems, Inc. Full time

    Benefits Offered:Health, Dental, & Vision InsuranceRetirement SavingsCompany VehiclePaid Time OffStipend for referrals for service/installs $3000 referral bonusEducation/TrainingWelcome to Generac's Dealer Talent Network! If you're excited about clean energy, energy management, and want to be part of a dynamic and growing industry, you're in the right...

  • Contractor - QA Analyst

    2 weeks ago

    Dania Beach, Florida, United States Spirit Airlines Full time

    ResponsibilitiesJob SummaryOur company seeks a Software Tester to work diligently to detect and report any issues with our software programs, apps, and websites. In this role, you will conduct quality assurance (QA) testing throughout a project's lifecycle, examining our products much like an end-user would and reporting any bugs to the development team. The...

  • Customer Service

    2 weeks ago

    Dania Beach, Florida, United States Keolis Commuter Services Full time

    ** Customer Service - Quality Assurance Mgr** **Job Category****:** Operations Management **Requisition Number****:** CUSTO001609 Showing 1 location **Job Details** **Description** **Role Tittle:** Customer Service/Quality Assurance Manager **Location:** Fort Lauderdale, FL **Role Purpose:** The Customer Service/QA Manager is responsible for effectively and...

  • Sr Dir, Maintenance Operations

    2 weeks ago

    Dania Beach, Florida, United States Spirit Airlines Full time

    ResponsibilitiesSr. Director, Maintenance Operations is responsible for Line and Heavy Maintenance operations, Maintenance Control and Tech Ops Training. This positions plays an integral role in Spirit's ability to accomplish its mission of delivering the best value in the sky through effective management of safe, and reliable aircraft maintenance...

  • Assistant Community Manager

    4 weeks ago

    Pompano Beach, Florida, United States Lakeshore Management Full time

    CLICK ON LINK BELOW TO BE DIRECTED TO OUR WEBSITE FOR YOUR APPLICATION PROCESS:SCOPE:The Assistant Community Manager assist in all aspects of the operation of the property: general administration, maintenance, leasing, resident relations, collection of rent, and control of all personnel and resources; under the direction of the Community Manager, ensures the...

  • Assistant Community Manager

    1 month ago

    Pompano Beach, Florida, United States Lakeshore Management Full time

    CLICK ON LINK BELOW TO BE DIRECTED TO OUR WEBSITE FOR YOUR APPLICATION PROCESS:SCOPE:The Assistant Community Manager assist in all aspects of the operation of the property: general administration, maintenance, leasing, resident relations, collection of rent, and control of all personnel and resources; under the direction of the Community Manager, ensures the...