Contact Center Supervisor

Contact Center Supervisor will assist remote agents as they answer questions, handle daily concerns, and provide support.  They will continue to support agents after training by monitoring their progress, reviewing agent’s unavailable status, and providing with ongoing coaching opportunities to meet Contact Center KPI’s (80/20 – 5% abandoned rate)

Contact Center Supervisor will assist in hiring, training agents, coaching for career development for knowledge and skills and provide disciplinary actions when appropriate.

Requirements

- Provide excellent customer service

- Schedule weekly/bi-weekly meetings

- Ability to multi-task in a fast-pace environment

- Must be able to work in a flexible schedule as needed

- Listen to calls to ensure Call Quality Standards are met

- Complete IT escalation cases and daily call monitoring report within 72 hours or less

- Must be ablet to travel during disaster and/or deployment activation