Job Information
CDR Maguire Contact Center Supervisor in Miami, Florida
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