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Supervisor, Customer Care Job
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Depew, NY Depew, New York |
About this job
Posting Job Title:Supervisor, Customer Care
Requisition #: 160404BR
Posting Location: Cheektowaga, NY, US
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Time Warner Cable ' s Customer Care Department currently seeks a Call Center Supervisor located in Cheektowaga
, NY
. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Shift: Tuesday - Saturday 2:30 pm - 11:30 pm.
Position Summary:
Responsible for providing strong positive leadership in a fast-paced rapidly changing customer service environment by maintaining all aspects of the call center representative performance.
Essential Job Functions:
- Supervises a staff of 17+ call agents, including but not limited to, administering policies and procedures related to care department.
- Full supervisory of customer care agents to achieve weekly/monthly/annual targets for productivity, sales and quality measurements
- Monitors, conducts coaching sessions/team meetings with employees to insure representatives are meeting monthly goals
- Creates improvement plans for representatives not maintaining baseline metrics
- Delivers disciplinary action when necessary
- Reviews and schedules all off the phone activity
- Monitors phone reports to ensure compliance with service standards, AUX time and average talk time; coaches as appropriate.
- Uses Kronos system to manage payroll for team
- Maintain a positive work atmosphere by behaving and communicating in a manner that works well with co-workers, supervisors and customers. This job description is not intended to be all-inclusive and employee may also perform other reasonably related business duties as assigned by the supervisor and other management as required.
- Command center and helpline coverage
- Carries out supervisory responsibilities in accordance with the organization ' s policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Performs other duties as assigned.
Qualfications:
- High school diploma or equivalent.
- Associate ' s degree in Business, Communications or related field from two- year college preferred; or equivalent work experience.
- Three to five year ' s previous experience in a fast-paced high volume call center preferred.
- People leadership experience to include coaching, training and developing staff required.
- Experience in upsells to customers preferred.
- Flexible to work any shift required.
- Must be able to work in a high-pressure environment.
- Possess excellent listening skills, verbal and written communication skills.
- Must be detail oriented and maintain outstanding and professional customer contact.
- Ability to manage and administer a broad range of tasks including resolving complaints, and counseling employees on the interpretation of policies and procedures.
- Ability to use computers, Intranet, spreadsheets and word processing programs and other tracking applications.
- Understanding of billing systems in a customer care environment.
- Strong organizational, verbal and written communication skills.
- Advanced interpersonal skills and the ability to persuade others.
- Excellent project management skills.
- Knowledgeable of, and committed to, a diverse workforce and supports the Division EEO and Affirmative Action goals.
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
FCC Unit_TWC: 1811
Controlling Establishment ID: 00334 - Cheektowaga 2875 Union Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 160404BR
Posting Location: Cheektowaga, NY, US
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Time Warner Cable ' s Customer Care Department currently seeks a Call Center Supervisor located in Cheektowaga
, NY
. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Shift: Tuesday - Saturday 2:30 pm - 11:30 pm.
Position Summary:
Responsible for providing strong positive leadership in a fast-paced rapidly changing customer service environment by maintaining all aspects of the call center representative performance.
Essential Job Functions:
- Supervises a staff of 17+ call agents, including but not limited to, administering policies and procedures related to care department.
- Full supervisory of customer care agents to achieve weekly/monthly/annual targets for productivity, sales and quality measurements
- Monitors, conducts coaching sessions/team meetings with employees to insure representatives are meeting monthly goals
- Creates improvement plans for representatives not maintaining baseline metrics
- Delivers disciplinary action when necessary
- Reviews and schedules all off the phone activity
- Monitors phone reports to ensure compliance with service standards, AUX time and average talk time; coaches as appropriate.
- Uses Kronos system to manage payroll for team
- Maintain a positive work atmosphere by behaving and communicating in a manner that works well with co-workers, supervisors and customers. This job description is not intended to be all-inclusive and employee may also perform other reasonably related business duties as assigned by the supervisor and other management as required.
- Command center and helpline coverage
- Carries out supervisory responsibilities in accordance with the organization ' s policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Performs other duties as assigned.
Qualfications:
- High school diploma or equivalent.
- Associate ' s degree in Business, Communications or related field from two- year college preferred; or equivalent work experience.
- Three to five year ' s previous experience in a fast-paced high volume call center preferred.
- People leadership experience to include coaching, training and developing staff required.
- Experience in upsells to customers preferred.
- Flexible to work any shift required.
- Must be able to work in a high-pressure environment.
- Possess excellent listening skills, verbal and written communication skills.
- Must be detail oriented and maintain outstanding and professional customer contact.
- Ability to manage and administer a broad range of tasks including resolving complaints, and counseling employees on the interpretation of policies and procedures.
- Ability to use computers, Intranet, spreadsheets and word processing programs and other tracking applications.
- Understanding of billing systems in a customer care environment.
- Strong organizational, verbal and written communication skills.
- Advanced interpersonal skills and the ability to persuade others.
- Excellent project management skills.
- Knowledgeable of, and committed to, a diverse workforce and supports the Division EEO and Affirmative Action goals.
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
FCC Unit_TWC: 1811
Controlling Establishment ID: 00334 - Cheektowaga 2875 Union Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
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