Job type full-time
Full job description
As a florida remote contact center supervisor you will supervise a team of 15-20 customer service representatives that may be located globally.you are a resource who answers any questions the ccs`s might have pertaining to customer issues or standard operating procedures, and you provide support and leadership throughout the departmentThis role is critical for ensuring the team is consistently motivated, well trained and coached, and has high job performanceThe contact center superviso r oversees all of the work done on a daily basis, and confirms key metrics are reached; if they are not reached, he/she provides direction based on contact center best practices.
This is a remote working opportunity in the state of florida.
Remote contact center supervisor schedule:
Monday thru thursday 2:00 pm to 11:00 pm and sunday 10am to 6:30pm or tuesday thru friday 12:00 pm to 9 pm and saturday 10am to 6:30 pm est
Please note- you must be able to provide a high-speed internet connection and a distraction-free work areaHardware (laptop, monitor, headset, keyboard, mouse) will be providedOngoing remote work is currently being evaluated.
Essential duties and responsibilities:
Oversees and direct day to day work based on contact center volumes.
Monitors performance and provides feedback and coaching as necessary.
Responds to customer care specialist issues and questions as necessary.
Participates in special projects as identified by the contact center manager.
Develops and executes coaching plans based on employee needs and as directed by upper management
Mentors, develops, and motivates agents to exceed set performance goals.
Create and maintain a motivating and positive working environment.
Utilize monitoring systems to evaluate and impact performance to ensure agents are meeting expectations in all areas of performance, quality and compliance.
Dedication to getting the job done with a sense of urgency.
Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility.
High school diploma or equivalent.
College degree preferred.
Business management or related fields
Contact center experience.
Customer service experience
Coaching and training experience
Bilingual (english - spanish) a plus.
A quiet, private, distraction-free work environment without any conflicting responsibilities during your scheduled work shift.
Minimum internet speed: 5mb download & 2mb upload based on speedtest.netYou will be required to submit proof of speed using speedtest.net
Benefits information: enjoy the best of all worlds!
Along with a generous benefits package and dynamic downtown location (with free parking!), there’s another big benefit to building your career here: you enjoy the best of all worlds in one companyAs an industry leader for more than 35 years, we offer the strength and stability of a large firm, with healthy profitability and exciting career growthYet our friendly, team-oriented workplace makes you feel like part of a close familyWe offer comprehensive benefits with a 60 day waiting period, including medical, dental, vision, critical care, life ad&d insuranceWe also offer a 401 (k) plan, fmla, paid holidays, paid time off, employee assistance, and additional discount programs.
If you share our passion to transform every customer interaction into a rewarding long-term relationship, you’ll love our teamReach out to us now!
Watch your email here’s what happens next:
We look forward to reviewing your application! if your background is a promising fit for the position, you’ll get an email from us within 3-4 business days which will include a link to our online candidate assessment.
Why do we request this assessment?
A big reason why ua brands is such a rewarding place to work and why so many employees thrive here is the extra time we invest during the hiring processWe want to make sure our potential candidate will be a great addition to our family! this assessment allows us to get to know you better, which also helps you determine if we’re the right fit too.
W e are a drug free workplace.
As an employee of any ua brands division, you will be part of an established and dynamic organizationWe believe that success starts from within and we are seeking individuals who thrive in an environment that encourages and supports self-managementIn order to provide equal employment and advancement opportunities to all individuals, employment decisions at ua brands will be based on merit, qualifications, and abilitiesUa brands does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability or any other characteristic protected by lawUa brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.