Hotwire Communications Ltd · 3 months ago
Remote Contact Center Supervisor
United States
Full-time
Remote
Entry, Mid Level
2+ years expHotwire Communications, LTD is seeking a Contact Center Supervisor responsible for managing a team of customer engagement specialists. The role focuses on ensuring high-quality service delivery, coaching team members, and analyzing performance metrics to enhance customer experience.
InternetPublic RelationsTelecommunications
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
Qualification
Required
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
Superior customer service delivery skills
Focused, driven to achieve
Ability to work a flexible schedule that includes, days, evenings, weekends and holidays
Preferred
At least one year of AMDOCS experience strongly preferred
Company
Hotwire Communications Ltd
Hotwire Communications is a national leader in fiber optic technology, delivering advanced, customized telecommunications solutions to residential, commercial, senior-living, hospitality, and campus environments.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Group
2025-06-13Acquired
2021-04-29Private Equity
Leadership Team
Kristin Johnson Karp
Co-Founder & CEO
Recent News
Brookfield Infrastructure Partners LP
2025-11-08
2025-10-21
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