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This position is responsible for managing day-to-day activity within a high paced Customer Care environment. Day-to day activities include the areas of staffing, hiring, coaching, employee development, performance, quality and development of environment and culture
Define the responsibility of Care Supervisors and work to develop and enhance their leadership skills. Perform annual performance evaluations and provide frequent feedback and coaching.
Identify and troubleshoot impediments to processes that affect the ability of employees to deliver a high level of service to our customers
Maintain established departmental and organizational performance standards consistent with Charter, FCC and local franchise requirements.
Train, mentor, and motivate performance of Care staff through constructive feedback.
Ensure appropriate and timely coaching and feedback sessions are taking place with all employees within the Care department.
Establish and communicate goals that result in excellent customer satisfaction and achievement of business objectives.
Respond to customer concerns or inquiries in a timely, professional, and responsive manner.
Maintain and reinforce the sense of urgency required in order to meet service level objectives.
Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary customer satisfaction.
Ensure corrective action is being administered timely and within corrective action guidelines.
Maintain knowledge of and ability to access customer accounts, key information, input work orders and adjustments accurately as required by the billing system.
Periodically audit department operations and quality program to ensure that all policies and procedures are being adhered to on an ongoing and consistent basis.
Prepare and analyze goals, objectives and budgets for the Customer Care department.
Follow Charter’s EEO procedures as stated in the company EEO manual.
Bachelor’s Degree; or five plus years related experience and/or training; or equivalent combination of education and experience.
Minimum three years of experience managing a call center/ACD environment, with a demonstrated emphasis on customer care preferred.
Experience in an environment that required project management skills (i.e. start up or organizational restructuring).
Strong employee development skills
Strong verbal and written communication skills required.
Proven problem solving skills required.
Strong organizational skills required.
Must be capable of working flexible hours and be available as required by business operations to accommodate the needs of the department and organization as a whole.
Must have demonstrated ability to project a positive, professional image, and proven ability to promote positive customer relations and working relationships on a consistent basis.
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