Contact Center Manager

The Contact Center Manager ensures our White Glove Service promise by leading a team that ensures achievement of departmental productivity and quality standards; coaches develop and motivates the supervisor teams and provides reporting as necessary.

RESPONSIBILITIES:

• Train and motivate employees; manage the planning, assigning, and directing work; rewarding and disciplining employees, and effective conflict resolution. Ensure staffing levels meet needs.
• Lead and manage the team to ensure successful processes for schedule adherence, call center queues, timeliness of issue resolution, and quality and training needs.
• Provide coaching and mentoring to create and foster engagement, as well as a high- performance culture.
• Review the performance of staff, identifying training needs and partner with Training & Quality team to implement training opportunities for new and existing team members.
• Responsible and accountable for achieving and maintaining the Centers KPI’s, including but not limited too inbound call performance, agent quality assurance scores, agent scorecards and other metrics.
• Oversee the accurate review and completion of escalated work items and work with other departments to ensure timely resolution.
• Analyze trending call types to offer agents solutions for handling calls focus on pending activity to provide a quality experience for customers.
• 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.
•  Keep abreast of new company products, services and procedures to ensure thorough team communication.
• Maintain positive department morale through, subordinate feedback and establish promotions, contest, events, etc. to keep a positive work environment.
• Identify and eliminate barriers to accuracy, productivity, and quality.
• Communicate service interruptions to customer service, internal departments, and customers.
• Ensure all employees are providing the same levels of assistance and handling for issues in similar manners to maintain excellent and consistent service.
• Improve productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing changes.
• Ensure compliance and consistency, taking corrective action as necessary and documenting issues and actions taken.
• Deescalate situations with unhappy customers using good mediation skills.
• Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Demonstrated ability and experience in providing leadership and motivation and at least 4 years relevant experience managing a team.
• Knowledge of cable and telecommunications products and services.
• Strong technical analysis skills; innate curiosity and desire to dive into the numbers and seek to understand.
• Direct experience in Contact Center Operations (Customer Service and or Technical Support)
• Strong oral and written communication skills, in English, other languages a plus
• Passion for ensuring a great customer experience with every contact.
• Ability to drive departmental change
• Ability to work a flexible schedule that includes, days, evenings, weekends and holidays
• Knowledge of general Customer Experience metrics (CSAT, CES, NPS, etc.) – a plus

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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