Customer Service Supervisor
3 weeks ago
Job Summary
This position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic call center environment. The ideal candidate will have excellent leadership skills, the ability to motivate and inspire others, and a strong commitment to delivering exceptional customer service.
Key Responsibilities
- Lead and develop a team of call center representatives to achieve high levels of customer satisfaction and quality service.
- Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
- Provide coaching and feedback to team members to improve their skills and performance.
- Actively support all efforts to simplify and enhance the customer and employee experience.
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
- Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.
- Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
- Ensure Kronos payroll system is properly accounted for and accurately updated for team.
Requirements
- Ability to read, write, speak and understand English.
- Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties.
- Ability to act with honesty and integrity.
- Ability to communicate verbally and in writing in a clear and straightforward manner.
- Ability to prioritize and organize effectively.
- Ability to supervise and motivate others.
- Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.).
- Ability to manage projects.
- Knowledge of all functions and related tasks in the area of customer relations.
- Knowledge of applicable products and services.
- Knowledge of general accounting and billing procedures.
- Good vision, including peripheral, and ability to adjust focus.
- Must be patient, flexible, dependable and have an outstanding attendance record.
- Experience with customer relations, communications and sales skills.
Preferred Qualifications
- Bachelor's Degree preferred.
- Supervisory or leadership experience (preferably of a team of 10 or more people) - 3+.
- Current/Previous experience in Cable/High speed Data services and/or experience in the Telecommunications industry preferred.
Working Conditions
- Office environment.
- Exposure to moderate noise level.
- Shifts/Hours may vary.
About Us
Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.
Equal Opportunity Employer
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.
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