Mgr, Customer Service

Spectrum; Louisville (KY); On-site; USD 75,000 - 100,000; Full time

Job summary

A leading telecommunications provider is seeking a Call Center Manager responsible for coaching and developing supervisors in a fast-paced environment. This role involves ensuring high-quality customer service, monitoring team performance, and managing floor activity. Candidates should have 7-10 years of customer service experience and 5+ years in a supervisory role. A Bachelor's degree in business is preferred. The manager will also oversee hiring, training, and performance evaluation. Competitive wage package offered.

Qualifications

• 7-10 years of experience in customer service/call center.
• 5+ years of supervisory/management experience.
• Ability to manage projects and related tasks.

Responsibilities

• Lead a team of supervisors in a call center.
• Ensure customer experience and service standards are met.
• Hire, evaluate, and coach employees.
• Monitor performance and provide feedback.

Skills

Ability to read, write, speak and understand English

Project management skills

Ability to supervise and motivate others

Strong communication skills

Education

Bachelor's degree in business or related field

Job description

Job Overview

This position is responsible for the coaching and development of a team of supervisors in a fast-paced, dynamic call center environment. The manager is accountable for meeting and exceeding departmental and call center goals, and for ensuring customers receive the best service possible.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
• Effectively lead a team of supervisors utilizing management skills including, but not limited to, time management, financial management, planning, communication, delegation and organizational skills.
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
• Manage call center floor activity, including monitoring staffing levels, efficiency and service levels and outages/service interruptions. Escalate rep and customer impacting issues appropriately.
• Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
• Ensure all Supervisors and Call Center Reps are trained on an ongoing basis.
• Provide regular reporting of key performance initiatives to the site leader of Call Center Operations.
• Hire, evaluate, coach and counsel employees in the performance of their duties.
• Establish and maintain interdepartmental relationships and communications to ensure alignment on all business initiatives and desktop tool effectiveness.
• Develop staff to be more effective in their roles by providing ongoing coaching, performance reviews and on-the-job training.
• Make decisions and implement change to improve processes and customer experiences utilizing root cause analysis and data trends.
• Facilitate open communications between representatives, supervisors, peers, departments, systems and region.
• Ensure all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
• Develop and interpret internal reporting to effectively manage the business.
• Lead projects utilizing effective project management skills.
• Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
• Manage department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
• Perform other duties as requested by management.

Required Skills, Abilities & Knowledge

• Ability to read, write, speak and understand English.
• Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties.
• Ability to act with honesty and integrity.
• Ability to communicate verbally and in writing in a clear and straightforward manner.
• Ability to prioritize and organize effectively.
• Ability to supervise and motivate others.
• Ability to use personal computer and software applications (e.g., word processing, spreadsheet, cable billing system, etc.).
• Ability to manage projects.
• Knowledge of all functions and related tasks in the area of customer relations.
• Knowledge of applicable products and services.
• Knowledge of general accounting and billing procedures.

Required Education

Bachelor's degree in business or related field (MBA preferred); or equivalent experience.

Required Related Work Experience and Number of Years

• Customer service/call center experience: 7–10 years.
• Supervisory/management experience: 5+ years.

Working Conditions

• Office environment.
• Exposure to moderate noise level.
• Travel may be required.
• Hours may vary.

Physical and Mental Requirements

• Good vision, including peripheral, and ability to adjust focus.

EEO Statement

Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability.