Tier 3, Tech Support Supervisor

Client Reference Code: 190483

Time Warner Cable currently seeks a Supervisor, Tier III for our Customer Ops/Service Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.



Position Summary:
The purpose of this position is to oversee day-to-day troubleshooting efforts of the customer service teams.

Essential Job Functions:
· Responsible for directing and implementing a broad range of customer care technical support activities.
· Supervisor responsible for the day-to-day operations of a team of customer care technical support representatives that respond to inquiries from customers and installation and service personnel who are having problems using the company's products.
· Develops telephone customer service, sales and negotiation skills of customer care representatives and motivates representatives to obtain sales and service goals. Develops and promotes a customer-driven service culture.
· Resolves complex or sensitive customer complaints, handles and resolves difficult telephone calls or technical issues.
· Ensures compliance with technical support service standards, policies and procedures. Ensures training, monitoring and coaching of technical support personnel and sets priorities for, leads and participates in the review of performance of staff.
· Coordinates work activities to achieve the volume expected to meet operational requirements. Recognizes and recommends operational improvements.

Job Requirements:
Education Level: High school diploma or general education diploma (GED)

Qualifications:
Lead and/or supervisory experience in a call center or technical environment required.
1 year experience in call center or technical operations required.
Ability to work flexible hours required.
Training and coaching of agents/representatives required
Previous experience with telephony services is preferred.
At least 1.5 years experience in ICOMS preferred.
PC programming knowledge preferred.
Strong Sales and marketing background preferred.
PC Troubleshooting background knowledge is highly preferred.
Basic math and analytical skills required.
Ability to remain calm and positive under pressure.
Ability to work in a team environment..
Excellent people skills.
Ability to analyze and solve problems.
Excellent verbal and written skills required
Computer proficiency in Word, Excel and PowerPoint

Supervisory / Managerial Responsibilities:
Supervisor: Plans, staffs, coaches, evaluates and directs work of employees of a work unit.

Note: 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. Time Warner Cable may need to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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Job Code : TWCCSU240 Supervisor, Tech Support Exempt

190483BR