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

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

Education

• 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 Apply Now