The job below is no longer available.
You might also like
in Rochester, NY
$18 - $18.50Verified per hour Wegmans • 2d agoGood pay Urgently hiring 0.4 mi Use left and right arrow keys to navigate- $17 - $17.50
Verified per hour Wegmans • 2d agoExcellent pay Urgently hiring 0.4 mi Use left and right arrow keys to navigate 
PALIoT Solutions Inc. • 6d agoUrgently hiring 0.4 mi Use left and right arrow keys to navigate
$40est. per hour Rochester Center • 3d agoUrgently hiring 7.2 mi Use left and right arrow keys to navigate- $32.33 - $45.00
Verified per hour Rochester Regional Health • 5d agoUrgently hiring 6.3 mi Use left and right arrow keys to navigate
Call Center Supervisor Job
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Rochester,NY Rochester, New York |
About this job
Posting Job Title:Call Center Supervisor
Requisition #: 174593BR
Posting Location: Rochester, 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 Rochester, NY. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
SHIFT REQUIRED: 2:00 pm - 11:00 pm and flexible to work weekends
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+ employees, including but not limited to, administering policies and procedures related to care department.
• Leads a team of customer care representatives 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.
• Command center and helpline coverage
• Performs other duties as assigned.
• 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.
• Understanding of NYS labor, wage and hour laws.
• 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.
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.
Qualifications:
- High school diploma or equivalent required.
- Associate ' s degree in Business, Communications or related field from two- year college preferred; or equivalent work experience .
- Two plus years call center experience in a fast-paced high volume call center required.
- Previous experience supervising or coaching and developing staff required.
*Must be able to work in a high-pressure environment.
- Possess excellent listening skills, verbal and written communication skills.
- Possess excellent organizational and office skills.
- Must be detail oriented and maintain outstanding and professional customer contact.
- Knowledge of ICOMS and phone systems a plus.
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.
Supervisory Responsibilities:
• This position supervises employees of the Customer Service department. 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.
FCC Unit_TWC: 1811
Controlling Establishment ID: 00130 - Rochester Mount Hope Ave
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 #: 174593BR
Posting Location: Rochester, 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 Rochester, NY. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
SHIFT REQUIRED: 2:00 pm - 11:00 pm and flexible to work weekends
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+ employees, including but not limited to, administering policies and procedures related to care department.
• Leads a team of customer care representatives 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.
• Command center and helpline coverage
• Performs other duties as assigned.
• 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.
• Understanding of NYS labor, wage and hour laws.
• 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.
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.
Qualifications:
- High school diploma or equivalent required.
- Associate ' s degree in Business, Communications or related field from two- year college preferred; or equivalent work experience .
- Two plus years call center experience in a fast-paced high volume call center required.
- Previous experience supervising or coaching and developing staff required.
*Must be able to work in a high-pressure environment.
- Possess excellent listening skills, verbal and written communication skills.
- Possess excellent organizational and office skills.
- Must be detail oriented and maintain outstanding and professional customer contact.
- Knowledge of ICOMS and phone systems a plus.
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.
Supervisory Responsibilities:
• This position supervises employees of the Customer Service department. 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.
FCC Unit_TWC: 1811
Controlling Establishment ID: 00130 - Rochester Mount Hope Ave
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
TWCCCS550