Customer Service Supervisor: Lead, Coach & Elevate Team

Charter Communications; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Charter Communications, operating as Spectrum Business, seeks a Customer Service Supervisor to lead a call center team toward top performance while maintaining exceptional service quality.

You will coach, monitor performance, resolve escalations, and partner across departments to drive customer satisfaction and employee development. This role manages Kronos payroll tasks and is based in Louisville, KY.

Qualifications

• Required: High School diploma with some college coursework or equivalent experience.
• 5–7+ years of customer service or call center experience.
• Ability to read, write, speak and understand English.
• Strong verbal and written communication skills.
• Demonstrated leadership, coaching and performance management abilities.

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

English proficiency

Coaching

Integrity

Communication

Prioritization

Team supervision

PC skills

Project management

Customer relations

Product knowledge

Billing procedures

Attendance/reliability

Customer sales

Education

High School diploma with some college coursework

Tools

Kronos Payroll

Billing systems

Job description

Charter Communications, operating as Spectrum Business, seeks a Customer Service Supervisor to lead a call center team toward top performance while maintaining exceptional service quality.

You will coach, monitor performance, resolve escalations, and partner across departments to drive customer satisfaction and employee development. This role manages Kronos payroll tasks and is based in Louisville, KY.