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Skills
Call Center Evaluationunmatched
Call Centersunmatched
Chemistryunmatched
Coachingunmatched
Hospitality and Tourismunmatched
Identify Issuesunmatched
Leadershipunmatched
Metricsunmatched
Personal Careunmatched
Reporting Dashboardsunmatched
Time Managementunmatched
Description
Contact Center Floor Support
The Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency. This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.
Monitor the call center queue to ensure timely guest support and balanced call distribution
Walk the floor to address guest feedback and provide in-the moment coaching
Cover associate breaks and lunches to maintain consistent service levels
Guide associates through complex or escalated calls in real time
Troubleshoot and resolve personal care item issues and body chemistry concerns for guest
Ensure all guest interactions are properly documented and resolved within service standards
Collaborate with internal teams to report product concerns and track resolutions
Use dashboards and tools to monitor key metrics across all support channels
Share performance trends and insights with leadership
Communicate updates, procedural changes, and product information clearly to the team
The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.