This position is responsible for the coaching and development of a team of Chat Customer Service Representatives in a fast-paced, dynamic call center environment. This 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.
Actively and consistently support all efforts to simplify and enhance the customer experience.
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 chat communications and performance metrics to provide feedback or 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 Kronos payroll system is properly accounted for and accurately updated for team.
Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
Performs other duties as requested by management.
Required Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to hire, evaluate, coach and counsel direct reports regularly in the performance of their dutiesAbility to act with honesty and integrityAbility to communicate verbally and in writing in a clear and straightforward mannerAbility to prioritize and organize effectivelyAbility to supervise and motivate othersAbility to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)Ability to manage projectsKnowledge of all functions and related tasks in the area of customer relationsKnowledge of applicable products and servicesKnowledge of general accounting and billing proceduresMust be patient, flexible, dependable and have an outstanding attendance recordExperience with customer relations, communications and sales skillsRequired EducationHigh School diploma with some college course work in business or related field; or equivalent experienceRequired Related Work Experience and Number of YearsCustomer service/call center experience - 5-7PREFERRED QUALIFICATIONSPreferred Skills/Abilities and KnowledgePreferred EducationPreferred Related Work Experience and Number of YearsSupervisory or leadership experience (preferably of a team of 10 or more people) - 3 WORKING CONDITIONSOffice environmentExposure to moderate noise levelHours may varyPHYSICAL AND MENTAL REQUIREMENTSPhysical RequirementsGood vision, including peripheral, and ability to adjust focusMental RequirementsEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/DisabilityCCS403 2024-39087 2024Here, 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 Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals 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=FUdvF6eZTWY)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/)
