Call Center Supervisor (On-Site)
CDR Companies
Kendall, 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.
ESSENTIAL FUNCTIONS:
1. Provide excellent customer service
2. Guide Remote Agents when problem arise
3. Schedule weekly huddles with Remote Agents for coaching
4. Review agents phone stats to ensure goals are being met...