Contact Center Assistant Manager

Q Link Wireless is an internet-based company with over 2.5 million customers, our company's mission is to wirelessly connect people to their world, regardless of their income. We are fulfilling this vision by consistently providing reliable, economical, and high-quality cell phone service to qualified low-income individuals within the United States.

This is a full-time in-house position based in Dania.

Q Link Wireless is seeking to hire an experienced Contact Center Supervisor. As a Contact Center Supervisor, we expect you to be customer-centric and have experience in supervising others and motivating them to achieve business goals. The customer service supervisor will play a collaborative role in growing and implementing standards and processes.

Our mission challenges us to put the needs of the people we serve first. To deliver this dedication, the Q Link Wireless team has prioritized the Customer Experience as a strategic objective.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy and are meticulous and organized.

Responsibilities:

• Supports day to day management of departmental operations for the contact center.
• Ensures that real time reporting is accurate and is completed in a timely manner.
• Prepare daily/monthly/annual audit real time performance reports, must be proficient in excel .
• * Assist in the formulation of targets for individuals and teams.
• Interacts with client leadership requiring issue resolution.
• Answer staff questions, provide guidance and feedback to team members.
• Oversees the efficiency/quality of monitoring call and chat volumes ensuring Service Level Agreements are maintained.
• Plans, directs, supervises, and evaluates workflow.
• Supports establishing procedures and scripts used by team members.
• Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
• Manages call/chat list including verifying tracking processes, contact attempts, etc.

Qualifications:

The minimum requirements for the Contact Center Supervisor role are:

• 3 Years in a contact center leadership role of customer service or technical troubleshooting.
• 2-year college or equivalent Military experience.
• Workforce management.
• Intermediate to advanced Microsoft Office skills
• A cool head to help you succeed in a fast-paced, high-pressure environment, making decisions and solving technical problems
• Comfort multitasking, using multiple software programs and exhibiting good prioritization skills during simultaneous projects and tasks
• General understanding of call center technology
• Excellent oral, written, and interpersonal communication skills.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Assistant manager: 4 years (Required)
• Call center: 4 years (Required)

Ability to Commute:

• Dania Beach, FL (Required)

Work Location: In person