Supervisor, Customer Service

Purpose:

Supervise a team of call center agents supporting Spectrum customers with billing, sales, and technical support issues for all product lines, in a 365 day a year call center operation.

Essential Job Functions:

* Supervises Customer Service Reps in the call center

* Ensure sufficient phone coverage by monitoring stats and staffing. Will coordinate schedules for breaks and lunches.

* Answer the supervisor help calls from call center reps. Handle and resolve difficult/problem calls. Also coach the CSR staff through handling these types of calls.

* Track attendance of call center staff.

* Monitor agent calls and provide feedback on a weekly basis.

* Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSR's.

* Will support EEO/AA goals.

* Conducts meetings regularly, including daily updates with team.

* Implements policies/procedures.

* Monitors telephone communications with customers to ensure accuracy and consistency.

* Develops work schedules and delegates work assignments.

* Interaction with other departments to ensure proper resolution of problems.

* Collects and analyzes data using reports to improve productivity and quality.

* Assists and provides support to customer service managers.

* Participates in regular calibration meetings with QA and training groups.

* Attends inter-department meetings, as necessary.

* Other duties as assignedDegree in Communications, Business, Technology or related field or equivalent work and/or training experience is required.

Experience/Skills:

* Minimum two years call center customer service experience with 6-12 months of customer service experience in the cable industry is preferred.

* Knowledge of CMS, ICOMS, NSM and Aspect a plus.

* Knowledge of basic mathematics, familiarity and use of computers, and general office procedures, with strong analytical skills.

* Must have clear, concise, grammatically correct verbal, written and interpersonal communications.

* Must possess strong interpersonal skills.

* Must be able to prioritize assignments.

* Must have the ability to process information accurately in order to follow directions and provide directions to others.

* Must be a team player, possess strong leadership skills

* Must be flexible and adaptable to change

* Must have outstanding customer service skills and a positive, professional attitude.

* Must be able to make decisions and use proper judgment.

* Must be available to work any shift from 6:00am to 2:00am

Required EducationDegree in Communications, Business, Technology or related field or equivalent work and/or training experience is required.Travel requirementsValid NC driver's license and compliance with Spectrum vehicle safety operations policy required. Travel may be required for meetings and/or trainings, as needed.Communication Skill Level:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.Reasoning ability:Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.

FCC Unit: 13530 Business Unit: Customer Operations