Remote Customer Engagement Supervisor
Company: Hotwire Communications
Location: Fort Lauderdale
Posted on: May 3, 2021
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
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.
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.
DUTIES & RESPONSIBILITIES:
for department productivity, reporting and ongoing skill
document and track executive level escalations as
for front line leadership development, and consistent achievement
of departmental Productivity, QA Attendance and Procedural
- Being a
subject matter expert on departmental procedures, products,
promotions and performance trends.
work with Sr. Management to proactively recommend process or
years’ experience managing teams who support customer escalations
via phone, chat, social media and email.
with Microsoft Office Suite.
verbal and written communication skills.
ability to quickly adapt and champion ever changing technology and
ability to work independently with minimal supervision.
highest level of integrity when dealing with customer, employees,
processes and the company’s assets.
Verbal and Written Communications Skills.
ability to foster a collaborative, tactful productivity focused
Keywords: Hotwire Communications, Fort Lauderdale , Remote Customer Engagement Supervisor, Other , Fort Lauderdale, Florida
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