Hotwire Communications Ltd · 5 hours ago
Contact Center Sr Manager
FL
Full-time
Remote
Senior Level, Lead/Staff
6+ years exp
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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.
Qualification
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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
Preferred
Knowledge of general Customer Experience metrics (CSAT, CES, NPS, etc.) – a plus
Benefits
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
Company
Hotwire Communications Ltd
Hotwire Communications is one of the nation’s leading providers of fiber optic telecommunications services specializing in delivering its advanced suite of services to unique market segments.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Group
2021-04-29Private Equity· Undisclosed
Leadership Team
Kristin Johnson Karp
Co-Founder & CEO
Recent News
Company data provided by crunchbase
