Customer Service Supervisor — Call Center Leader

Charter Communications; United States; On-site; USD 60,000 - 76,000; Full time

Job summary

Spectrum Business is seeking a Customer Service Supervisor to lead a call center team in delivering outstanding customer service and achieving performance targets. You will coach representatives, monitor metrics, and handle escalations while collaborating across departments to support business initiatives.

The role emphasizes people leadership, coaching, and payroll-related tasks within a fast-paced environment, ensuring attendance and operations align with company policies.

Qualifications

• High School diploma with some college coursework in business or related field or equivalent experience.
• 5-7+ years of customer service or call center experience.

Responsibilities

• Lead and coach a team of call center representatives to achieve key performance measures and exceptional customer service.
• Monitor and assess individual and team performance, providing actionable feedback and ensuring quality standards are met.
• Assist representatives with complex or escalated customer issues, ensuring prompt and effective resolution.
• Maintain departmental standards by regularly reviewing calls and performance metrics, offering guidance and targeted coaching.
• Establish and nurture relationships across departments to align on business initiatives and drive collaboration.
• Develop team members through ongoing coaching and on-the-job training, fostering professional growth.
• Manage personnel issues such as performance reviews, counseling and disciplinary actions in alignment with company policies.
• Accurately oversee Kronos payroll system updates for your team and perform additional duties as assigned by management.

Skills

Team leadership

Performance coaching

Customer service

English fluency

Communication skills

Problem solving

Time management

Payroll knowledge

Conflict resolution

Adaptability

Education

High school diploma or equivalent

Job description

Spectrum Business is seeking a Customer Service Supervisor to lead a call center team in delivering outstanding customer service and achieving performance targets. You will coach representatives, monitor metrics, and handle escalations while collaborating across departments to support business initiatives.

The role emphasizes people leadership, coaching, and payroll-related tasks within a fast-paced environment, ensuring attendance and operations align with company policies.