Supervisor, Community Solutions

Charter Communications, Inc.; San Diego (CA); In loco; USD 60.000 - 116.000; Tempo pieno

Descrizione del lavoro

Spectrum, a Charter Communications company, is seeking a supervisor to lead a team of call center representatives, guiding performance and delivering exceptional customer service in a fast-paced environment.

You will monitor metrics, coach staff, address escalations, collaborate with other departments, manage ongoing training and payroll records, and ensure accurate, timely operations in an office-based setting with variable hours. Spectrum is an Equal Opportunity Employer.

Competenze

• 5-7+ years of customer service or call center experience.
• 3+ years of lead or supervisory experience, preferably managing a team of 10 or more people.
• Strong communication, coaching and people-management skills.
• Experience handling payroll records and performance reviews.

Mansioni

• Lead and coach a team of call center representatives to deliver outstanding customer service and achieve performance goals.
• Monitor individual and team performance, providing constructive feedback.
• Address escalated customer issues and help resolve challenging situations.
• Foster collaboration across departments to align business initiatives.
• Develop staff through coaching and on-the-job training.
• Oversee performance reviews, counseling and progressive disciplinary actions.
• Accurately manage payroll records and motivate the team using leadership skills.

Conoscenze

Leadership

Communication

Coaching

Team management

Customer service

Payroll knowledge

Project management

Formazione

High school diploma with some college coursework in business or related field or equivalent experience

Strumenti

Word processing

Spreadsheets

Cable billing systems

Descrizione del lavoro

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Do you thrive in fast-paced environments and enjoy developing others to reach their full potential? As a supervisor at Spectrum, you’ll lead a team of call center representatives, providing guidance and feedback to drive exceptional customer service. Your leadership will ensure customers experience effortless, high-quality support and your impact will shape the success of both your team and Spectrum.

How You’ll Make an Impact

• Lead and coach a team of call center representatives to deliver outstanding customer service and achieve performance goals
• Monitor individual and team performance, providing constructive feedback and coaching to ensure quality standards are met
• Address escalated customer issues and assist your team in resolving challenging situations
• Foster collaboration by establishing and maintaining interdepartmental relationships to align business initiatives
• Develop staff through ongoing coaching and on-the-job training to enhance effectiveness in their roles
• Oversee personnel matters including performance reviews, counseling and progressive disciplinary actions
• Accurately manage payroll records and motivate your team using problem-solving and leadership skills

Working Conditions

• This office-based position involves moderate noise and variable hours.

What you’ll bring to Spectrum

Required Qualifications

Education

• High school diploma with some college coursework in business or related field or equivalent experience

Experience

• 5-7+ years of customer service or call center experience
• 3+ years of lead or supervisory experience, preferably managing a team of 10 or more people

Skills

• Ability to act with honesty and integrity
• Ability to communicate clearly verbally and in writing
• Ability to prioritize and organize effectively
• Ability to supervise and motivate others
• Ability to use personal computer and software applications such as word processing, spreadsheets and cable billing systems
• Ability to manage projects
• Patience, flexibility, dependability and outstanding attendance record
• Ability to hire, evaluate, coach and counsel direct reports
• Knowledge of customer relations functions and tasks
• Knowledge of Spectrum products and services
• Knowledge of general accounting and billing procedures
• Strong customer relations, communication and sales skills

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well‑being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

The base pay for this position generally is between $60,400.00 and $116,200.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

Get To Know Us: Spectrum is a suite of advanced communications services offered by Charter Communications, Inc. (NASDAQ: CHTR), the leading internet and video provider in the nation and the fastest growing mobile company in our footprint, with services available to more than 70 million homes and businesses across 45 states. Supported by our 100% U.S.-based employees,* we are America’s Internet Company.

*At close of the Cox acquisition, Spectrum announced that over the next 18 months, it will fully return legacy Cox's customer service function to the U.S.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.