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.
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
Must be able to work 1:00pm - 10:00pm with Sat/Sun off
For more information on Spectrum's benefits, please click here.|13535|00049 - Kansas City 6550 Winchester