Remote Contact Center Supervisor

3 weeks ago

Fort Lauderdale, United States Hotwire Communications Ltd Full time

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 escalated 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 Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Telecommunications Location & Salary: Miami, FL $115,000.00–$212,500.00 (1 week ago) #J-18808-Ljbffr

  • Remote Contact Center Supervisor

    4 weeks ago

    Fort Lauderdale, United States Hotwire Communications Ltd Full time

    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...

  • Remote Contact Center Supervisor

    8 hours ago

    Fort Lauderdale, United States Hotwire Communications Full time

    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...

  • Call Center Supervisor

    1 day ago

    Fort Lauderdale, United States Inktel Contact Center Solutions Full time

    Join Inktel Contact Center Solutions as a Call Center Supervisor . Qualifications Proven track record of ALL of the following:(S)ervice (T)enacity (R)esponsibility (I)ntegrity (V)ersatility (E)ntrepreneurship Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness Empathetic and active listening Excellent communication...

  • Remote Media Projects Specialist Contact Center Training

    8 hours ago

    Fort Lauderdale, United States Carnival Corporation & plc Full time

    A premium cruise line is seeking a Specialist for Contact Center Media Projects to enhance training and communication strategies.This remote role involves producing engaging multimedia content, developing instructional guides, and ensuring alignment with training goals.The ideal candidate has a related Bachelors degree and 2-5 years of experience in...

  • Contract Activation Supervisor

    2 weeks ago

    Fort Lauderdale, United States Remote Staffing Full time

    Contract Activation SupervisorAs the Contract Activation Supervisor you will be responsible for assisting in evaluating and implementing pricing strategies and models based upon current business and competitive market dynamics. You will also lead a team of four analysts from supporting their growth and development to assisting in escalations.What you will...

  • Contact Center Training, Knowledge and Quality Analyst

    12 hours ago

    Fort Lauderdale, FL, United States Carnival Corp Full time

    Contact Center Training, Knowledge & Quality Analyst One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises...

  • Director, Contact Center Operations

    2 weeks ago

    Fort Lauderdale, United States The Ritz-Carlton Yacht Collection Full time

    Director, Contact Center Operations & Analytics page is loaded## Director, Contact Center Operations & Analyticsremote type: Hybridlocations: Ft. Lauderdaletime type: Full timeposted on: Posted 2 Days Agojob requisition id: R-100840**Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury**Embark on an extraordinary journey with...

  • Legal Sales Manager

    4 weeks ago

    Fort Lauderdale, United States Mayersohn Law Group, P.A. Full time

    Legal Sales Manager - Call Center Supervisor 3 days ago Be among the first 25 applicants Do you have proven experience leading a call center team and driving performance through metrics, coaching, and client service excellence? If so, this could be the next step in your career. We’re seeking a dynamic leader who thrives in fast-paced environments,...

  • Legal Sales Manager

    3 weeks ago

    Fort Lauderdale, United States Mayersohn Law Group, P.A. Full time

    Legal Sales Manager - Call Center Supervisor 3 days ago Be among the first 25 applicants Do you have proven experience leading a call center team and driving performance through metrics, coaching, and client service excellence? If so, this could be the next step in your career. We’re seeking a dynamic leader who thrives in fast-paced environments,...

  • Head of Contact Center Operations

    2 weeks ago

    Fort Lauderdale, United States The Ritz-Carlton Yacht Collection Full time

    A luxury hospitality company in Fort Lauderdale seeks a Director of Contact Center Operations & Analytics. This role involves leading shared services, managing KPIs, and collaborating with senior leadership. The ideal candidate has 10+ years of experience in luxury hospitality or call center operations, strong data visualization skills, and the ability to...