Contact Center Supervisor

🔥 20 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Hotwire Communications Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

📡 Telecommunications

👥 B2C

🤝 B2B

Telecommunications • B2C • B2B

Hotwire Communications Ltd is a fiber‑optic telecommunications company operating under the Fision brand that builds and operates 100% fiber networks to deliver high‑speed, symmetrical gigabit internet to residential communities and business customers. The company provides bundled connectivity services — including managed Wi‑Fi, TV, digital phone, security, and home automation — for single‑family homes, multifamily and HOAs, hospitality, student housing, senior living, and other enterprise customers across multiple U. S. states. Hotwire emphasizes concierge‑level customer service, scalable network infrastructure, and enterprise-grade solutions for community-wide deployments.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• Equal Opportunity Employer