This job has expired, please see additional jobs below
Company Business - Customer Care Admin - Supervisor
Entertainment & Media Industry Company
Centennial, CO, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
Responsible for tracking and providing updates on all employee activities that are associated with FMLA/STD; including employee discussions and understanding. Directly supervising to provide feedback and updates on all employee activities associate with attrition and churn. Coordinates and supervises the daily activities of all business support employee to ensure the consistent handling of all employee related issues. Management of the payroll processes and procedures to ensure proper employee and peer understanding and consistency. Management of the LOA/RTW process in order to ensure that we are prepared for employee to re-enter and depart from the existing workforce. Overall supervision and implementation of processes and procedures associated with New-Hire employee on-boarding and orientation.
Core Responsibilities:
-Provides guidance and/or assistance to Customer Account Executives (CAEs) in resolving difficult subscriber questions or problems concerning Company high speed internet.
-Monitors employee performance, reviews and coaches to ensure accuracy. Ensures competence of CAEs through training and development, appraisal and motivation techniques.
-Establishes and maintains personnel files as required.
-Ensures retention, customer service quality, adherence and accuracy goals are met.
-Provides feedback, coaching and disciplinary action to employees, or effectively recommends such actions, to help improve employee performance.
-Displays strong written/oral communication and leadership skills.
-Demonstrates familiarity with www, internet, email, TCP/IP, OS, networking and routers to troubleshoot hardware/software configurations.
-Collects, compiles, and analyzes data to identify trends from statistical analysis and makes recommendations to management for improving Customer Service.
-Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service level; provides immediate feedback to associates to increase productivity levels.
-Consistent exercise of independent judgment and discretion in matters of significance.
-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
-Other duties and responsibilities as assigned.
Job Requirements:
Education Level-Bachelors Degree or Equivalent
Years of Experience-Generally requires 4-7 years related experience
Additional Requirements:
-A role such as this requires the supervisor to be able to maintain the highest levels of employee confidentiality and privacy.
-Employees, HR and Thrid-Party coordinators must be able to confide in this individual and share vital information that is critical to the employee engagement process.
Company is an EOE/Veterans/Disabled/LGBT employer