MAJOR FUNCTIONThe Offline Support Team is responsible for the research and resolution of complicated customer billing issues, i.e. Returned invoices and reviewing invoices for accurate billing codes. This position will provide leadership to the Offline Customer Support (OCS) team, by providing coaching and development of OCS Supervisors, developing efficiencies in the department, and collaborating with cross functional teams to find solutions that minimize errors and impact to the organization and/or customers.ESSENTIAL RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experienceCoach and develop OCS Supervisors to effectively lead the Offline Customer Support team and related functions.Set targets for Specialists’ performance, communicate goals that align with SLA’s, and conduct regular assessments of the team’s performance.Schedule and organize shift patterns for team members to ensure that the work is done effectively and efficiently with the least impact to customers.Maintain thorough knowledge and understanding of all the organization’s products, services, procedures and guidelines and communicate same to all team members.Foster a culture of consistency, accountability and continuous improvement, while maintaining a commitment to employee development.Prepare forecasts and budgets for the organization.Responsible for monitoring Offline Customer Support agents via monitoring and audits to ensure accuracy, quality, efficiency and SLA compliance.Facilitate and organize training sessions for Specialists and participate in recruitment of new employees.Prepare and submit regular reports to management and recommendations for new ideas and strategies to improve performance of the team.Conduct root cause analysis of trends and identify variations in task trends to aid in process improvement and appropriate remedies.Build relationships with all departments to provide a positive customer experienceBuild awareness of both Charter and industry best practices, and Champion the adoption of tools and processes that align with process standards and best practices.Provide advice and assistance in the planning, implementation and evaluation as requested for projects that support and promote the advancement of the employees, the department and the organization, while driving positive employee morale.All other duties as assignedREQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to work in fast-paced environment while maintaining a high level of employee moraleExcellent planning and organization skills with ability to implement/track and deliver on goals/metricsAbility to collaborate and drive results in a matrix-management environmentAbility to successfully utilize Microsoft ProductsStrong team and relationship building skillsProven leadership and mentoring skillsAbility to multi-taskAbility to effectively communicate opportunities found as a result of analysis to the operationsStrong business planning and forecasting skillsAbility to effectively manage large and complex teams and projectsRequired EducationBachelor's degree in Management, Business Administration, or other related field or equivalent work experienceRelated Work Experience Number of YearsHigh volume transaction based environment 5Leadership experience 5Cable industry experience 2CSU530 2025-48976 2025Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. (https://www.youtube.com/watch?v=mYw1ejL2jZ8)Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)