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Looking for a fun team environment with incentives, recognition and opportunities to grow? Then Company is the place to be!
Recently honored as one of Forbes’ Top 50 Happiest Companies to Work For in 2018 and one of Fortune's Top 25 Leaders positioned for breakout growth, Company is your best career choice. We are currently searching for a talented and motivated Supervisor of Customer Care to join our growing team!
Company employees are our most valuable asset, so we’ll invest in your growth by offering more than just a paycheck! Working for Company comes with AMAZING perks and benefits including:
COMPLIMENTARY AND DISCOUNTED SERVICES … That’s RIGHT! … Company Gold Cable, High-Speed Internet, and Digital Phone Services
Outstanding Health Benefits that include Medical, Dental, and Vision coverage – all starting the first day of the month after your hire date
Generous Paid Time Off, Sick Time and Personal Days
Substantial Education Reimbursement
A 401k plan matched dollar-for-dollar up to 6% - including an additional employer contribution
Fun team-building events, performance rewards and other incentives
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. 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.
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
Bachelor Degree or related field or equivalent experience preferred (experience may be considered in lieu of a degree).
Related Work Experience
Two to three years’ experience in a leadership capacity working in a comprehensive call center operation requiring technical expertise, with demonstrated success in exercising solid judgement, problem solving, organizational and analytical skills preferred
Experience in handling inbound calls in a highly dynamic and fast paced call center environment preferred
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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