Supervisor, Comm Center Operations at Cox in West Warwick, Rhode Island

Job Description:

Primary Location: 11811 E. 51st Street South, Tulsa, OK, US

Other Locations: Tucson, AZ; Phoenix, AZ; San Diego, CA; Wichita, KS; Baton Rouge, LA; Omaha, NE; Las Vegas, NV; Oklahoma City, OK; West Warwick, RI; Chesapeake, VA;

Division: Cox Communications Inc

Job Level: Team Lead/Supervisor

Travel: Yes, 5 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 2110033

Supervisor, Comm Center Operations

VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).

Role Summary

Ensures scheduled residential and commercial video, telephone, data, home security work orders are responded to in an efficient manner so that customer experience and field productivity goals are met. Manages efficiency of same day work (e.g. cancellations, escalations, work coverage, etc). Initiates customer contact for order fulfillment and manages the completion of work orders.

Primary Responsibilities and Essential Functions

• Coaches and develops the performance of the CommCenter team to ensure they have the capabilities required to meet targets and increase customer loyalty.


• Applies functional and technical expertise and knowledge of systems, tools, and performance standards to provide on-the-job training to team members. Ensures Specialists have access to necessary systems and tools, and reports and follows up on system and tool failures.


• Reviews performance data (e.g., scorecard, monitored calls, etc.) and diagnoses performance gaps to address performance and productivity issues.


• Identifies appropriate means to monitor Tech completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, late or unfinished jobs to meet customer commitments.


• Monitors calls and evaluates individual CommCenter Specialists effectiveness on key behaviors to provide coaching to improve performance and the customer experience.


• Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance.


• Manages day-to-day CommCenter activities to maintain momentum and a sense of urgency toward desired results. Continually focuses driving high standards of performance, correcting performance gaps, and works to overcome obstacles and meet or exceed challenging goals.


• Reviews calendar, schedules, and tasks to plan/modify work schedules and ensure customers are served and priorities are achieved.


• Maintains a safe and positive work environment in compliance with all Cox safety policies.


• Resolves complex customer complaints and handles issues escalated by team members in a timely manner.


• Makes recommendations and/or decisions to match capacity to demand and adjust methods of call handling to deliver the customer experience.


• Leads team meetings/huddles to cascade information, coordinate efforts and communicate changes in direction, products, policies, expectations and performance against service, quality goals, processes, and standards.


• Communicates customer concerns, trends, recurring issues, and service opportunities, and related issues to leadership and within the CommCenter team.


• Reviews monthly performance plans and Supervisor scorecard regularly with Manager to identify opportunities to improve results


• Collaborates with the Center, other regions, and boundary departments to ensure that a high quality customer experience is achieved and to resolve system and process problems.


• Controls expenses while meeting or exceeding budget related goals.
  

Qualifications:

Minimum

• 3 or more years of experience required in related field (i.e. Field Services, Network Operations, CommCenter, Customer Care Technical Support, SOC, etc.)


• Demonstrated experience in customer service environment


• Demonstrated troubleshooting or technical support experience in any the following areas: structured wiring, field service installation and repair in voice, data, video or homelife.


• Prior experience in using mobile resource management tools


• Requires strong knowledge of billing systems (ICOMS preferred), Microsoft Word, Excel, PowerPoint


• Excellent interpersonal, leadership, and collaborative skills to work effectively with teams throughout organization

Preferred

• AS/AA or BS/BA degree in related discipline strongly desired (i.e. Business, Engineering, Electronics, etc.).


• 2 or more years of experience in a management role preferred


• Experience in telecommunications industry desired.

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox

We are the Cox family of businesses. We've been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We're also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We're looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you'll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.