Sup, Customer Service

The Supervisor of Customer Care Call Center is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success. By providing professional, efficient and knowledgeable supervision, the skills expected to be demonstrated include but are not limited to: In depth knowledge of Charter products and services, including but not limited to Charter Residential Billing, Video or Internet/Phone technical support; Ability to develop and motivate representatives to ensure performance metrics are consistently attained; Ability to evaluate call recordings and provide feedback to representatives as needed in order to efficiently and effectively respond to customer inquiries and provide appropriate resolution; Analyze and document performance trending and take action to remediate issues that impact attainment of goals; Assist in resolving complex customer escalations; Ensure appropriate adherence to all applicable center-wide policies and procedures.

MAJOR DUTIES AND RESPONSIBILITIES
Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.

Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.

Provide feedback regarding performance issues and make recommendations on applicable training opportunities.

Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as one on one coaching sessions.

Maintain high visibility in order to provide guidance with customer escalations and complex order entry scenarios.

Monitor and evaluate calls to ensure established quality standards are adhered to consistently.

Contact Dispatch/Operational Teams as needed to ensure appropriate resolution for customer escalations.

Interact with central/local workforce teams to ensure proper staffing alignment.

Partner with Human Resources by participating in the interview and selection process of new employees.

Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize and multi-task effectively
Effective utilization of problem solving techniques
Ability to establish and manage effective relationships at all levels
Capacity to show sound judgment in accomplishing specified job duties
Possesses strong organization and time management skills

Ability to handle customer inquiries in a professional and efficient manner
Excellent communications skills
Proficiency with PC’s, Microsoft Windows, Excel, Word, PowerPoint and Microsoft Project
Ability to understand and perform analysis using moderately complex databases
Must have a thorough knowledge of the operational components related to processes, procedures and call handling tools
Utilization of analytical skills and proven ability to assess root causes
Demonstration of willingness to assist customers and enthusiasm to learn and adapt to change
Ability to absorb pertinent information within a reasonable period of time

Education
Bachelor Degree or related field or equivalent experience preferred
Completion of pre-employment and weekly training assessments

Related Work Experience
Two to three years’ experience at a representative or higher level working in a comprehensive call center operation requiring technical expertise
Experience in handling inbound calls in a highly dynamic and fast paced call center environment

CCS450 2024-31151 2024

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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