AT A GLANCE Join one of Spectrum's large, high performing support centers that provides support for our Video Products as well as consultation and support for customers during their self-installation experience. This visible and impactful leadership position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic call center environment. JOB SUMMARY The supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service. MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.
Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
Assist team with escalated customer issues.
Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback and coaching.
Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.
Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
Ensure payroll system is properly accounted for and accurately updated for team.
Motivate and inspire others to action utilizing effective leadership skills including problem solving and team development.
Perform other duties as requested by management.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties.
Ability to act with honesty and integrity.
Ability to communicate verbally and in writing in a clear and straightforward manner.
Ability to supervise and motivate others.
Ability to use personal computer and software applications (i.e. Microsoft Word, Excel and cable billing system, etc)
Must be patient, flexible and dependable
Experience with customer relations, communications and sales skills
Weekend and Evening Availability Required
Required Education
High school diploma with some college course work in business or related field; or equivalent experience
Required Related Work Experience and Number of Years
Customer service/call center experience 5-7 years
PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Supervisory or lead experience (preferably of a team of 10 or more people) - 1
WORKING CONDITIONS
Office environment (in-center)
Exposure to moderate noise level
CCS450 2024-30623 2024
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay 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.The pay for this position has a salary range of$50,400.00 to $80,600.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.Get to Know UsCharter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 101,000 individuals working together to serve more than 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=N-HEOHIAU7Q) Who You Are Matters HereWe’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/)