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Manager, Internet Support
Mediacom Communications
Apache Junction, AZ, United States
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GENERAL RESPONSIBILITIES:
Manage and evaluate technical service call center including customer contact, personnel, operations, and training. Maintain high quality level of customer service including managing call volume, quality control, and coordination with local system, Division, and high-speed engineering personnel.
SPECIFIC RESPONSIBILITIES:
• Responsible for all operations of the Internet Support customer care group within the assigned area.
• Evaluate and make recommendations for improvement of departmental performance through analysis of call statistics including hold times, talk times, and percent transfers to Tier 2 support.
• Develop and maintain an atmosphere of friendly, professional, and effective technical support for high-speed customers.
• Supervise training of ISR staff to achieve the highest possible technical and operational proficiency skill levels. Develop and implement plans for optimum call center proficiency as well as communication with systems and departments.
• Develop, analyze and maintain departmental budgets.
PREFERRED EXPERIENCE/SKILLS:
• High School Diploma or equivalent, college degree preferred
• Successful completion of Mediacom CSG and Cable Modem training programs, or equivalent
• Minimum 1 year experience as an Internet Support Supervisor, or experience as a manager in a related field in a call center environment
• Working knowledge of high-speed cable modem network topology
• Experience with common Internet software including MS Internet Explorer, MS Outlook, and MS Outlook Express preferred
• Must be a flexible, independent, self-motivated problem solver who can consistently work in and enjoy a fast pace
• Must be able to work under strict guidelines
• Must have strong analytical thinking skills
• Strong organizational skills including the ability to manage multiple tasks
• Professional manner and "customer centric” focus
• Strong verbal and written communication skills
• Bilingual in Spanish highly preferred
• Ability to work flexible hours including, evenings, weekends, holidays and overtime as required.
• Must have excellent attendance record, good call statistic history and no written disciplinary action (excluding written verbal) within the last 6 months.