Supervisor, Customer Care

Job Description

Client Reference Code: 213509
Charter Communications (Spectrum) currently seeks a Customer Service Supervisor, for our Customer Service Department in Irving, TX. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary:
Supervise the daily operations of Charter Communications Customer Service Representatives within our Customer Service department.

Essential Job Functions:

• Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Service Representatives.
• Assists in answering and responding to the overflow of telephone calls to the Customer Service department and researches, resolves and responds to difficult customer inquiries.
• Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Service Representatives and to improve the productivity and customer service levels of the department.
• Monitors the Customer Service Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs.
• Ensures productivity and department service levels standards are met.
• Creates departmental correspondence and reports for both internal and external dissemination.
• Partner with Human Resources to administer company policies to include performance and attendance as well as recruitment hiring, interviewing and selection.

Skills & Qualifications:

• High school diploma or equivalent experience required. Bachelor degree preferred.
• 1 plus years supervisory experience in a high-volume call center can include acting supervisory or coaching experience required.
• Telecommunication experience preferred.
• Excellent communication skills, written and oral, including the ability to interact with all levels of management, staff and the public required.
• Candidate must possess strong leadership qualities including the ability to effectively motivate employees.

Note: This Job Summary should not be construed, to be all inclusive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While the description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.
Job Code : CCS450 Sup, Customer Service Exempt

213509BR

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