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This position is responsible for the coaching and development of a team of supervisors in a fast-paced, dynamic call center environment. The manager is accountable for meeting and exceeding departmental and call center goals. This position is responsible for the management of customer service staff including all activities that contribute to ensuring customers receive the best service possible.
MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
Effectively lead a team of supervisors utilizing management skills including, but not limited to, time management, financial management, planning, communication, delegation and organizational skills.
Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
Manage call center floor activity including monitoring staffing levels, efficiency and service levels and outages/service interruptions. Escalate rep and customer impacting issues appropriately.
Ensures departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
Ensure all Supervisors and Call Center Reps are trained on an ongoing basis
Provide regular reporting of key performance initiatives to the site leader of the Call Center Operations.
Hire, evaluate, coach and counsel employees in the performance of their duties.
Establish and maintain interdepartmental relationships and communications to ensure alignment on all business initiatives and desktop tool effectiveness.
Develop staff to be more effective in their roles by providing ongoing coaching, performance reviews and on-the-job training.
Make decisions and implement change to improve processes and customer experiences utilizing root cause analysis and data trends.
Facilitate open communications between representatives, supervisors, peers, departments, systems and region.
Ensure all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
Develop and interpret internal reporting to effectively manage the business.
Lead projects utilizing effective project management skills.
Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
Manage department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
Perform other duties as requested by management
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
Ability to act with honesty and integrity
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
Ability to manage projects
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of applicable products and services
Knowledge of general accounting and billing procedures
Good vision, including peripheral, and ability to adjust focus
Bachelor's degree in business or related field (MBA preferred); or equivalent experience
Related Work Experience Number of Years
Customer service/call center experience 7-10
Supervisory/management experience 5+
Exposure to moderate noise level
Travel may be required
Hours may vary
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disabilit
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