Contact Center Sr Manager

1 day ago

Fort Lauderdale, United States Hotwire Communications Full time

Job Details

Description

The Sr. Contact Center Manager ensures our White Glove Service promise by leading a large team that ensures achievement of departmental productivity and quality standards; coaches, develops and motivates the supervisor teams and provides reporting as necessary.

RESPONSIBILITIES:

Train and motivate supervisors and employees; manage the planning, assigning, and directing work; rewarding and disciplining employees, and effective conflict resolution. Ensure staffing levels meet needs. Lead and manage the team to ensure successful processes for schedule adherence, call center queues, timeliness of issue resolution, and quality and training needs. Provide coaching and mentoring to create and foster engagement, as well as a high- performance culture. Review the performance of staff, identifying training needs and partner with Training & Quality team to implement training opportunities for new and existing team members. Responsible and accountable for achieving and maintaining the Centers KPI’s, including but not limited to inbound call performance, agent quality assurance scores, agent scorecards and other metrics. Oversee the accurate review and completion of escalated work items and work with other departments to ensure timely resolution. Analyze trending call types to offer agents solutions for handling calls focus on pending activity to provide a quality experience for customers. 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 senior management escalation point for escalated calls. 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. Identify and eliminate barriers to accuracy, productivity, and quality. Communicate service interruptions to customer service, internal departments, and customers. Ensure all employees are providing the same levels of assistance and handling for issues in similar manners to maintain excellent and consistent service. Improve productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing changes. Ensure compliance and consistency, taking corrective action as necessary and documenting issues and actions taken. Deescalate situations with unhappy customers using good mediation skills. Other duties as required or assigned.

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Demonstrated ability and experience in providing leadership and motivation and at least 6 years relevant experience managing a team Strong knowledge of cable and telecommunications products and services Strong technical analysis skills: innate curiosity and desire to dive into the numbers and seek to understand Direct experience in Contact Center Operations (Customer Service and or Technical Support) Strong oral and written communication skills, in English, other languages a plus Passion for ensuring a great customer experience with every contact. Strong ability to drive departmental change Ability to work a flexible schedule that includes, days, evenings, weekends and holidays Knowledge of general Customer Experience metrics (CSAT, CES, NPS, etc.) – a plus

BENEFITS:

Hotwire Communications has paved the way in fiber optic telecommunications for over two decades, offering our partners high-speed internet, cable, phone, and security service. As we expand nationwide, we are looking for innovators who are passionate about technology and serving their community. And since our employees care about their work, we make sure we take care of them with:

Comprehensive Healthcare/Dental/Vision Plans 401K Retirement Plan with Company Match Paid Vacation, Sick Time, and Additional Holidays Paid Volunteer Time Paid Parental Leave Hotwire Service Discounts Employee Referral Bonuses Exclusive Entertainment Discounts/Perks

#LI-CF1

Qualifications

Skills

Behaviors

:

Motivations

:

Education

Experience

Licenses & Certifications

  • Call Center Agent

    2 months ago

    Fort Lauderdale, United States Contact Center Hiring Full time

    Job DetailsJob Location Fort Lauderdale In Office - Fort Lauderdale, FL Salary Range $13.00 - $15.00 Hourly DescriptionCall Center Agent - In Fort Lauderdale, FL We are in the "People Business". What does that mean? It means we are constantly on the hunt for more of the best and brightest personalities to join our dynamic team. We think when it comes to...

  • Customer Service Representative

    3 weeks ago

    Fort Lauderdale, Florida, United States Contact Center Hiring Full time

    Customer Service Representative Job DescriptionWe are seeking a skilled Customer Service Representative to join our dynamic team at Contact Center Hiring. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients through phone calls, emails, and live chat interactions.Key Responsibilities:Answering...

  • Customer Service Representative

    4 weeks ago

    Fort Lauderdale, Florida, United States Contact Center Hiring Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our contact center, you will be responsible for providing exceptional service to our customers through phone, email, and live chat interactions.Key ResponsibilitiesRespond to customer inquiries in a...

  • Customer Service Representative

    1 month ago

    Fort Lauderdale, Florida, United States Contact Center Hiring Full time

    Job DetailsJob Location: Fort Lauderdale In Office - Fort Lauderdale, FLSalary Range: $16.00 - $18.00 HourlyDescriptionWe are seeking a confident and self-starting Customer Service Representative to join our dynamic team. As the customer's first point of contact, you will be responsible for providing exceptional phone support and representing our brand...

  • Assistant Center Manager- CORPORATE CENTER

    5 months ago

    Fort Lauderdale, United States European Wax Center Full time

    European Wax Center, the fastest growing company in the beauty lifestyle category, is seeking an exceptional Assistant Manager with a passion for sales, team building and training to oversee operations and drive performance. ** Must have proven track record of success with sales and team building and be able to work a flexible schedule including days,...

  • Customer Service Representative

    2 months ago

    Fort Lauderdale, United States Contact Center Hiring Full time

    Job DetailsJob Location Fort Lauderdale In Office - Fort Lauderdale, FL Salary Range $16.00 - $18.00 Hourly DescriptionCustomer Service Representative - In Fort Lauderdale, FL We are in the "People Business". What does that mean? It means we are constantly on the hunt for more of the best and brightest personalities to join our dynamic team. We think when it...

  • Marketing Contact Center Representative

    5 months ago

    Fort Lauderdale, United States Universal Insurance Holdings Full time

    Know your rights Inform yourself of your rights and responsibilities by reviewing the content provided in the list below. Employment Eligibility (e-Verify): English & Spanish Right to work: English / Spanish It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business....

  • Contact Center Representative

    3 weeks ago

    Fort Morgan, Colorado, United States Salud Family Health Full time

    Job SummaryWe are seeking a skilled Contact Center Agent to join our team at Salud Family Health. As a Contact Center Agent, you will be responsible for answering incoming telephone calls, scheduling appointments, and directing callers to the appropriate department or individual. This role requires strong communication skills, a team-based approach, and a...

  • Territory Manager/Sr. Territory Manager

    4 days ago

    Fort Lauderdale, United States NSK Full time

    Territory Manager/Sr. Territory Manager - NSK Corporation The Company NSK is a global manufacturer of ball and roller bearings, linear motion technology, automotive components, and steering systems with both domestic and overseas manufacturing capabilities. NSK also offers a full range of services including reconditioning, ball screw repair, product...

  • Territory Manager/Sr. Territory Manager

    4 days ago

    Fort Lauderdale, United States NSK Full time

    Territory Manager/Sr. Territory Manager - NSK Corporation The Company NSK is a global manufacturer of ball and roller bearings, linear motion technology, automotive components, and steering systems with both domestic and overseas manufacturing capabilities. NSK also offers a full range of services including reconditioning, ball screw repair, product...

  • Territory Manager/Sr. Territory Manager

    5 days ago

    Fort Lauderdale, United States NSK Full time

    Territory Manager/Sr. Territory Manager - NSK Corporation The CompanyNSK is a global manufacturer of ball and roller bearings, linear motion technology, automotive components, and steering systems with both domestic and overseas manufacturing capabilities. NSK also offers a full range of services including reconditioning, ball screw repair, product...

  • Sr. IT Auditor

    2 weeks ago

    Fort Lauderdale, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are looking for a Sr. IT Auditor to join our team in the Management Consultancy industry in Fort Lauderdale, Florida. As a Sr. IT Auditor, you will play a critical role in ensuring our organization's adherence to the Sarbanes-Oxley (SOX) Act's IT controls and regulatory requirements. This entails assessing and testing...

  • Sr. Accountant

    1 week ago

    Fort Lauderdale, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering a contract employment opportunity for a Sr. Accountant in the Healthcare/NHS industry, located in Sunrise, Florida. As a Sr. Accountant, you will be expected to handle complex invoices, manage accounting tasks, and utilize your skills in account reconciliation, general ledger, and journal entries, among...

  • Territory Manager/Sr. Territory Manager

    1 week ago

    Fort Lauderdale, United States NSK Full time

    Territory Manager/Sr. Territory Manager - NSK Corporation The Company NSK is a global manufacturer of ball and roller bearings, linear motion technology, automotive components, and steering systems with both domestic and overseas manufacturing capabilities. NSK also offers a full range of services including reconditioning, ball screw repair, product...

  • Territory Manager/Sr. Territory Manager

    7 days ago

    Fort Lauderdale, United States NSK Full time

    Territory Manager/Sr. Territory Manager - NSK Corporation The Company NSK is a global manufacturer of ball and roller bearings, linear motion technology, automotive components, and steering systems with both domestic and overseas manufacturing capabilities. NSK also offers a full range of services including reconditioning, ball screw repair, product...

  • Sr. Director, Risk Management

    4 weeks ago

    Fort Lauderdale, United States AutoNation Full time

    AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles,...

  • People Manager

    4 months ago

    Fort Lauderdale, United States Contact Government Services, LLC Full time

    Contact Government Services is seeking a People Manager that provides administrative support with running the daily functions of the Human Resource (HR) department including on-boarding / off-boarding, benefit explanation, maintain employee time records, and enforcing company policies and practices. The ideal candidates for this position will be able to...

  • Contact Center Team Lead

    5 days ago

    Fort Lauderdale, United States Hotwire Communications Full time

    ESSENTIAL JOB FUNCTIONS: Commitment to excellent customer service Exercise sound judgment in making critical decisions under pressure Ability to solve problems with minimal direction Ability to prioritize and manage multiple responsibilities Ability to listen to others and convey information clearly Ability to address customer needs while maintaining company...

  • Contact Center Team Lead

    1 month ago

    Fort Lauderdale, United States Hotwire Communications Full time

    ESSENTIAL JOB FUNCTIONS: Commitment to excellent customer service Exercise sound judgment in making critical decisions under pressure Ability to solve problems with minimal direction Ability to prioritize and manage multiple responsibilities Ability to listen to others and convey information clearly Ability to address to customer needs while maintaining...

  • Mathnasium Learning Center Manager Trainee

    4 weeks ago

    Fort Lauderdale, Florida, United States Mathnasium, The Math Learning Center Full time

    Job SummaryMathnasium, The Math Learning Center, is seeking a highly motivated and organized individual to join our team as a Center Manager Trainee. As a key member of our management team, you will be responsible for learning and developing the skills necessary to manage a successful Mathnasium Learning Center.Key ResponsibilitiesAssist in the daily...