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Supv, OTP, Customer Escalations Job
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Buffalo, NY Buffalo, New York |
About this job
Posting Job Title:Supv, OTP, Customer Escalations
Requisition #: 159327BR
Posting Location: Buffalo, NY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a/an Supervisor Office of the President for our Office of the President Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary
Supervise a team of Office of the President Representatives.
Responsible for timely responses to customer escalations received from various internal and external sources.
Responsible for representative ' s training, coaching, development, and motivation in achieving goals as well as documenting progress
in performance objectives.
Essential Job Functions:
-
Manage a variety of customer care escalations from internal and external sources including PUCO, Better Business Bureau, FCC, Attorney General, etc., in a timely manner.
- Prompt written and verbal communication with customers, senior leadership and executive leadership as well as external sources.
- Schedule and organizes employees to accommodate anticipated work flow.
- Responsible for tracking productivity, prepares administrative and statistical reports.
- Analyze, forecast, and strategically plan actions necessary to meet short and long term department goals.
- Establishes goals and objectives for management ' s approval.
- Monitors quality and productivity against goals. Including the monitoring of calls, correspondence and other productivity measures.
- Work with team to evaluate current process effectiveness and make recommendations for process changes to maximize productivity and effectiveness.
- Maintains an accurate system of records and documentation.
- Implements policies and procedures as required.
- Communication of changes, product roll outs and key objectives via a variety of methods to ensure associate understanding and implementation
- Monitors escalations to improve customer satisfaction.
- Ensure consistency in tracking and administering OTP associate performance including attendance, punctuality, hiring practices, performance improvement plans
.
- Ensures adherence to company and community employee values, laws, policies, and practices.
- Other duties as assigned.
Job Requirements:
Business writing and presentation skills
Excellent communication and analytical skills
Evening, weekend, and overtime hours may be required
Demonstrated ability to effectively coach and motivate others.
Demonstrated ability to effectively plan and analyze, identify problems, and offer solutions.
Demonstrated ability to handle sensitive and confidential information.
Minimum two years supervisory experience in a customer service Call Center environment in the cable industry.
Preferred Qualifications:
A Bachelor degree is preferred.
The ability to work with multiple priorities in a dynamic, high activity department is essential.
Excellent interpersonal, verbal and formal written communications skills
Comprehensive knowledge of Call Center operations, policies and procedures
Proficient in Microsoft Office applications with solid skills in excel and/or access database management analytical, organizational, time management and diplomatic skills.
Education and Experience:
Level 3: Bachelor ' s degree (B. A.) from four-year college or university; or equivalent training, education and experience.
Additional Educational Information (if any):
Bachelors Degree preferred
Supervisory/Managerial Responsibilities:
Supervisor: Plans, staffs, evaluates and directs work of employees of a work unit.
FCC Unit_TWC: 1811
Controlling Establishment ID: 00335 - Buffalo La Riviere Dr
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 #: 159327BR
Posting Location: Buffalo, NY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a/an Supervisor Office of the President for our Office of the President Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary
Supervise a team of Office of the President Representatives.
Responsible for timely responses to customer escalations received from various internal and external sources.
Responsible for representative ' s training, coaching, development, and motivation in achieving goals as well as documenting progress
in performance objectives.
Essential Job Functions:
-
Manage a variety of customer care escalations from internal and external sources including PUCO, Better Business Bureau, FCC, Attorney General, etc., in a timely manner.
- Prompt written and verbal communication with customers, senior leadership and executive leadership as well as external sources.
- Schedule and organizes employees to accommodate anticipated work flow.
- Responsible for tracking productivity, prepares administrative and statistical reports.
- Analyze, forecast, and strategically plan actions necessary to meet short and long term department goals.
- Establishes goals and objectives for management ' s approval.
- Monitors quality and productivity against goals. Including the monitoring of calls, correspondence and other productivity measures.
- Work with team to evaluate current process effectiveness and make recommendations for process changes to maximize productivity and effectiveness.
- Maintains an accurate system of records and documentation.
- Implements policies and procedures as required.
- Communication of changes, product roll outs and key objectives via a variety of methods to ensure associate understanding and implementation
- Monitors escalations to improve customer satisfaction.
- Ensure consistency in tracking and administering OTP associate performance including attendance, punctuality, hiring practices, performance improvement plans
.
- Ensures adherence to company and community employee values, laws, policies, and practices.
- Other duties as assigned.
Job Requirements:
Business writing and presentation skills
Excellent communication and analytical skills
Evening, weekend, and overtime hours may be required
Demonstrated ability to effectively coach and motivate others.
Demonstrated ability to effectively plan and analyze, identify problems, and offer solutions.
Demonstrated ability to handle sensitive and confidential information.
Minimum two years supervisory experience in a customer service Call Center environment in the cable industry.
Preferred Qualifications:
A Bachelor degree is preferred.
The ability to work with multiple priorities in a dynamic, high activity department is essential.
Excellent interpersonal, verbal and formal written communications skills
Comprehensive knowledge of Call Center operations, policies and procedures
Proficient in Microsoft Office applications with solid skills in excel and/or access database management analytical, organizational, time management and diplomatic skills.
Education and Experience:
Level 3: Bachelor ' s degree (B. A.) from four-year college or university; or equivalent training, education and experience.
Additional Educational Information (if any):
Bachelors Degree preferred
Supervisory/Managerial Responsibilities:
Supervisor: Plans, staffs, evaluates and directs work of employees of a work unit.
FCC Unit_TWC: 1811
Controlling Establishment ID: 00335 - Buffalo La Riviere Dr
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
TWCCOP402