Call Center Customer Service Supervisor (In-Center)
Company: SPECTRUM
Location: Irving
Posted on: August 5, 2022
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Job Description:
JOB SUMMARY
This position is responsible for the coaching and development of a
team of call center 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.
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 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 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 QUALIFICATIONS
--- 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 prioritize and organize effectively
--- Ability to supervise and motivate others
--- Ability to use personal computer and software applications
(i.e. word processing, spreadsheet, cable billing system, etc.)
--- Ability to manage projects
--- Knowledge of all functions and related tasks in the area of
customer relations
--- Knowledge of applicable products and services
--- Knowledge of general accounting and billing procedures
--- Good vision, including peripheral, and ability to adjust
focus
--- Must be patient, flexible, dependable and have an outstanding
attendance record
--- Experience with customer relations, communications and sales
skills
Education
High School diploma with some college course work in business or
related field; or equivalent experience
Related Work Experience Years Experience
Customer service/call center experience 5-7
Lead/supervisory experience (preferably of a team of 10 + people)
3
WORKING CONDITIONS
Office environment
Exposure to moderate noise level
Hours may vary
EOE
Charter Communications is an Equal Opportunity Employer -
Minority/Female/Veteran/Disability CCS450 305505 305505BR
Keywords: SPECTRUM, Irving , Call Center Customer Service Supervisor (In-Center), Hospitality & Tourism , Irving, Texas
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