Remote Customer Engagement Supervisor

Company: Hotwire Communications
Location: Fort Lauderdale
Posted on: May 3, 2021

Job Description:

Come power the future with us!

From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.

And that leadership continues.

We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

The primary task of the Customer Engagement Supervisor is to provide escalation support, productivity results, attendance tracking and queue management in support of front line personnel. Hotwire Communications Customer Engagement Supervisors function as a key part of the Customer Engagement department. They are responsible for supporting tasks that assist the Leadership team in in achieving departmental productivity and quality standards through 1st level customer escalation support. They are expected to spend the majority of their time supporting agents with 1st level customer interactions, resolving customer escalations, and supporting performance feedback sessions.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Accountable for department productivity, reporting and ongoing skill enhancement training.
• Own, document and track executive level escalations as needed.
• Accountable for front line leadership development, and consistent achievement of departmental Productivity, QA Attendance and Procedural standards.
• Being a subject matter expert on departmental procedures, products, promotions and performance trends.
• Consistently work with Sr. Management to proactively recommend process or department improvements.

• 2-5 years’ experience managing teams who support customer escalations via phone, chat, social media and email.
• Experience with Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Demonstrated ability to quickly adapt and champion ever changing technology and organizational change.
• Demonstrated ability to work independently with minimal supervision.
• Display highest level of integrity when dealing with customer, employees, processes and the company’s assets.
• Excellent Verbal and Written Communications Skills.
• Demonstrated ability to foster a collaborative, tactful productivity focused team environment.

Keywords: Hotwire Communications, Fort Lauderdale , Remote Customer Engagement Supervisor, Other , Fort Lauderdale, Florida