Supervisor Customer Service, Mobile at Charter Communications in Kansas City, Missouri

Posted in Other 18 days ago.

Job Description:

Job Summary
The Supervisor of Customer Care Call Center is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success.

Major Duties and Responsibilities

  • Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.

  • Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.

  • Provide feedback regarding performance issues and make recommendations on applicable training opportunities.

  • Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as one on one coaching sessions.

  • Maintain high visibility in order to provide guidance with customer escalations and complex order entry scenarios.

  • Monitor and evaluate calls to ensure established quality standards are adhered to consistently.

  • Contact Dispatch/Operational Teams as needed to ensure appropriate resolution for customer escalations.

  • Interact with central/local workforce teams to ensure proper staffing alignment.

  • Partner with Human Resources by participating in the interview and selection process of new employees.

  • Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.

Required Qualifications

  • Familiarity with Ability to read, write, speak and understand English

  • Ability to prioritize, organize and multi-task effectively

  • Effective utilization of problem solving techniques

  • Ability to establish and manage effective relationships at all levels

  • Capacity to show sound judgment in accomplishing specified job duties

  • Possesses strong organization and time management skills

  • Ability to handle customer inquiries in a professional and efficient manner

  • Excellent communications skills

  • Proficiency with PC's, Microsoft Windows, Excel, Word, PowerPoint and Microsoft Project

  • Ability to understand and perform analysis using moderately complex databases

  • Must have a thorough knowledge of the operational components related to processes, procedures and call handling tools

  • Utilization of analytical skills and proven ability to assess root causes

  • Demonstration of willingness to assist customers and enthusiasm to learn and adapt to change

  • Ability to absorb pertinent information within a reasonable period of time

  • Bachelor Degree or related field or equivalent experience preferred (experience may be considered in lieu of a degree).
Related Work Experience

  • Two to three years' experience in a leadership capacity working in a comprehensive call center operation requiring technical expertise, with demonstrated success in exercising solid judgement, problem solving, organizational and analytical skills preferred

  • Experience in handling inbound calls in a highly dynamic and fast paced call center environment preferred

  • Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services

  • Knowledge of Spectrum Mobile service plans, contracts, offers and billing system

Shift requirements
  • Must be able to work 1:00pm - 10:00pm with Sat/Sun off

Working Conditions
  • Office environment

For more information on Spectrum's benefits, please click here.|13535|00049 - Kansas City 6550 Winchester