Floor Support Specialist

Role Description

The Floor Support Specialist provides real-time operational support to agents across multiple queues and channels helping them resolve process questions customer handling situations escalation requests tool navigation issues and supervisor-related requests.

This role supports a structured performance management and continuous improvement framework aligned with contact center best practices including quality training process governance customer experience and operational control. The Floor Support Specialist does not replace the Team Leader or Supervisor but acts as an immediate support layer to improve agent confidence reduce avoidable escalations and maintain service consistency.

Key Responsibilities:

• Provide real-time guidance to agents during live interactions or case handling.
• Support agents with process questions system navigation escalation paths customer communication and documentation standards.
• Assist with customers requesting supervisor intervention ensuring proper de-escalation and ownership.
• Identify cases requiring escalation to Supervisors Level 1.5 TSS Case Management Quality Training or other support teams.
• Reinforce approved workflows customer privacy compliance requirements and communication standards.
• Capture recurring agent questions process gaps tool issues and training needs.
• Support nesting new agent ramp-up and early production stabilization.
• Share insights with Operations Training Quality Process and WFM to support coaching refreshers SOP updates and performance improvement.
• Maintain basic tracking of recurring support themes escalations and improvement opportunities.

Required Qualifications:

• High school degree or equivalent required.
• 2 years of experience in contact center operations customer support technical support backoffice support or related roles.
• Experience as senior agent SME mentor floor support escalation support or similar role.
• Strong knowledge of contact center processes escalation procedures customer communication and case documentation.
• Strong verbal and written communication skills.
• Ability to remain calm and structured in escalated or high-pressure situations.
• Familiarity with CRM ticketing knowledge base omnichannel and support tools.

Qualifications :

Preferred Qualifications:

• Experience in Lenovo PC hardware technical support BPO or service operations.
• Knowledge of voice chat email e-ticketing social media and backoffice workflows.
• Basic understanding of AHT SLA backlog adherence occupancy and queue performance.
• Experience supporting training coaching QA or knowledge management activities.
• Familiarity with AI-enabled agent assist tools knowledge recommendations or automated case summaries.

Key Competencies:

• Real-time agent support
• Escalation handling
• Process guidance
• Customer de-escalation
• Coaching mindset
• Operational judgment
• Documentation discipline
• Continuous improvement mindset

Información adicional :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time