How to Succeed in a Call Center Career: Advice From a Supervisor
What attracted you to work at Spectrum? How did you know it would be a good fit?
I was interested in Spectrum because of my long history in customer service. My past jobs in call centers made me feel confident I could do well here and help the company succeed. During the interview process for an agent role, I had the chance to meet with various leaders and employees and felt an immediate connection to the culture. It was clear that joining Spectrum would offer many opportunities for growth, both professionally and personally. Now, seven years later, I feel even more connected to Spectrum. I’ve advanced through several promotions to become a Mobile Billing Chat Supervisor and look forward to continuing to grow with the Company.
What are you responsible for in your current role?
I lead a team of chat agents juggling time management, planning, communication, and coaching to make sure our customers are happy. I work closely with my agents on their training and development, as well as supporting broader efforts to simplify and improve both the customer and employee experience. As a supervisor, I love connecting with people. It’s something I was good at when I was an agent, and it’s even more important now. Building strong relationships with my team is key for effective communication, whether I’m giving instructions, coaching, or handling conflicts. It’s all about making sure everyone feels supported and motivated.
What are you working on right now that excites or inspires you?
Right now, I’m focused on growing my career with Spectrum. I am actively learning new skills, exploring further education through the Education Benefit, and looking for new challenges that push me out of my comfort zone. For example, I recently applied to Spectrum’s STEP Forward Program, which offers role-specific mentorship for representatives, leads, and supervisors. I’m excited about the possibility of joining this program and seeing where it can take my career with the Company.
What do you value most about your team’s culture? What sets it apart from other places you’ve worked?
I truly appreciate the consistent support from senior management at Spectrum. I’ve found leadership here to be extremely encouraging. For example, before interviewing for my current role, I had the opportunity to participate in a mock interview with a Vice President and received some great feedback on how I handled a question about dealing with conflict. This new perspective helped me rethink my answer and apply the feedback in the actual interview. Also, hard work is recognized here. In 2023, I was honored as a Spectrum Gold Award winner which is one of the highest achievements awarded. Gold Award winners are selected based on performance metrics and comprise of the top 2% of employees from our Customer Service call centers. As a Spectrum Gold recipient, I went on an all-expenses paid trip where I had the opportunity to network with colleagues from across the Company and was recognized by leadership for my contributions to Spectrum’s success. I was so proud to be a Spectrum Gold winner and felt my hard work and dedication was really seen by my leadership.
What’s one thing you would want a candidate to know about what it’s like to work at Spectrum?
Your voice matters. If you suggest tools or resources that would help you in your role, but aren’t currently available, leadership will work to address your feedback. It’s great to know that your input is valued and can lead to real change.
How have you grown in your career during your time at Spectrum?
In seven years, I’ve learned a lot about Spectrum while working as an agent across various lines of the business. Each change came with its own learning curves, but Spectrum has consistently provided me with the training and education I needed to succeed. My hard work and openness to learning new skills have been recognized, leading to promotions into supervisory roles. Now, I’m excited about the future career opportunities available to me and look forward to continuing my journey here.
