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Supervisor Customer Service, Mobile

Date posted 01/14/2019 Requisition Number: 233691BR Location: United States - Missouri - Kansas City Area of Interest: Customer Service, Telecommunications Position Type: Full Time
Company Information
Looking for a fun team environment with incentives, recognition and opportunities to grow? Then Spectrum is the place to be!

Recently honored as one of Forbes’ Top 50 Happiest Companies to Work For in 2018 and one of Fortune's Top 25 Leaders positioned for breakout growth, Spectrum is your best career choice. We are currently searching for a talented and motivated Supervisor of Customer Care to join our growing team!

Spectrum employees are our most valuable asset, so we’ll invest in your growth by offering more than just a paycheck! Working for Spectrum comes with AMAZING perks and benefits including:
  • COMPLIMENTARY AND DISCOUNTED SERVICES … That’s RIGHT! … Spectrum Gold Cable, High-Speed Internet, and Digital Phone Services
  • Outstanding Health Benefits that include Medical, Dental, and Vision coverage – all starting the first day of the month after your hire date
  • Generous Paid Time Off, Sick Time and Personal Days
  • Substantial Education Reimbursement
  • A 401k plan matched dollar-for-dollar up to 6% - including an additional employer contribution
  • Fun team-building events, performance rewards and other incentives
Job Summary
The Supervisor of Customer Care Call Center is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success. By providing professional, efficient and knowledgeable supervision, the skills expected to be demonstrated include but are not limited to: In depth knowledge of Charter products and services. Ability to develop and motivate representatives to ensure performance metrics are consistently attained; Ability to evaluate call recordings and provide feedback to representatives as needed in order to efficiently and effectively respond to customer inquiries and provide appropriate resolution; Analyze and document performance trending and take action to remediate issues that impact attainment of goals; Assist in resolving complex customer escalations; Ensure appropriate adherence to all applicable center-wide policies and procedures.

Major Duties and Responsibilities
  • Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.
  • Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.
  • Provide feedback regarding performance issues and make recommendations on applicable training opportunities.
  • Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as one on one coaching sessions.
  • Maintain high visibility in order to provide guidance with customer escalations and complex order entry scenarios.
  • Monitor and evaluate calls to ensure established quality standards are adhered to consistently.
  • Contact Dispatch/Operational Teams as needed to ensure appropriate resolution for customer escalations.
  • Interact with central/local workforce teams to ensure proper staffing alignment.
  • Partner with Human Resources by participating in the interview and selection process of new employees.
  • Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
Required Qualifications
  • Ability to read, write, speak and understand English
  • Ability to prioritize, organize and multi-task effectively
  • Effective utilization of problem solving techniques
  • Ability to establish and manage effective relationships at all levels
  • Capacity to show sound judgment in accomplishing specified job duties
  • Possesses strong organization and time management skills
  • Ability to handle customer inquiries in a professional and efficient manner
  • Excellent communications skills
  • Proficiency with PC’s, Microsoft Windows, Excel, Word, PowerPoint and Microsoft Project
  • Ability to understand and perform analysis using moderately complex databases
  • Must have a thorough knowledge of the operational components related to processes, procedures and call handling tools
  • Utilization of analytical skills and proven ability to assess root causes
  • Demonstration of willingness to assist customers and enthusiasm to learn and adapt to change
  • Ability to absorb pertinent information within a reasonable period of time
  • Bachelor Degree or related field or equivalent experience preferred (experience may be considered in lieu of a degree).
Related Work Experience
  • Two to three years’ experience in a leadership capacity working in a comprehensive call center operation requiring technical expertise, with demonstrated success in exercising solid judgement, problem solving, organizational and analytical skills preferred
  • Experience in handling inbound calls in a highly dynamic and fast paced call center environment preferred
Working Conditions
  • This is a second shift position, so you must be able to work mid-afternoon to late evening hours! You must also be able to work both weekend days, Saturday and Sunday.
  • Office environment
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability


The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13535 Business Unit: Customer Operations Apply Later

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