Floor Support Specialist

📋 Description

• Provide real-time guidance to agents during live interactions or case handling.
• Support agents with process questions, system navigation, escalation paths, customer communication
• Assist with customers requesting supervisor intervention, ensuring proper de-escalation and
• Identify cases requiring escalation to Supervisors, Level 1.5, TSS, Case Management, Quality
• Reinforce approved workflows, customer privacy, compliance requirements, and communication
• Capture recurring agent questions, process gaps, tool issues, and training needs.

🎯 Requirements

• High school degree or equivalent required.
• 2+ years of experience in contact center operations, customer support, technical support
• Experience as senior agent, SME, mentor, floor support, escalation support, or similar role.
• Strong knowledge of contact center processes, escalation procedures, customer communication, and
• Strong verbal and written communication skills.
• Ability to remain calm and structured in escalated or high-pressure situations.

🎁 Benefits

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