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Customer Service Manager
Spectrum
Morrisville, NC, United States
Job Details - this job has expired, please see similar jobs below
The purpose of this job is to oversee and manage day to day call center operations in support of Spectrum video, data, and voice subscribers. Drive business performance through determining and meeting key performance metrics, implementing continuous improvement programs, monitoring business results, and ensuring all departmental projects and tasks are completed on time.
Required Shift: Must be flexible to work any shift
Location: Morrisville, NC
Essential Job Functions:
Provides supervision, training, motivation and support for customer service supervisors and agents.
• Hires, trains, schedules, supervises, motivates, evaluates and disciplines Customer Service employees.
• Ensures the timely resolution of customer complaints, scheduling, and billing problems in accordance with company policies.
• Achieves and maintains a high level of proficiency in the systems and tools used to support our customer base.
• Assists senior management team in preparation of various reports, surveys, and responds to requests for information.
• Monitors CSR interaction as a tool to ensure the application of quality, customer service skill usage and to assess training needs.
• Identifies developmental needs for personnel who communicate with our customers to ensure positive and
professional interactions.
• Partners with the other departments within the division to maintain the highest level of customer service possible.
Qualifications:
• High school diploma or general education diploma (GED) required. A college degree is strongly preferred.
• Four plus years of supervisory experience in the telecommunications industry, with a minimum of two years within a high volume call center environment required..
• Experience in running & reviewing reports on appropriate systems, analyze business reports, report on the key performance indicators and independently provide recommendations for performance improvement required.
• Previous Management experience in a telecommunications call center environment preferred.
• Possess thorough understanding of HFC theory and practice preferred.
• Ability to interface with various systems, including but not limited to: ICOMS, Network Monitoring application, Docsis Tools, etc required.
• Microsoft Office Suite applications required
• Issue-Track, and Witness; or experience with similar systems or programs required.
• Must be able to work in a fast paced environment and have the ability to make decisions quickly.
Must have strong leadership skills and have demonstrated the ability to motivate an organization to achieve sustained superior performance required.
• Excellent oral and written communication and presentation skills are essential required.
• Must be able to maintain business and personnel information in a professional and confidential manner.
• Must be proficient in use of computer applications, specifically spreadsheets and basic word processing.
Travel requirements and frequency: Must have a valid NC driver’s license with a good driving record. Travel will be required to division locations; some overnight travel may be required.