Customer Service Billing Call Center Supervisor

Company: SPECTRUM
Location: Cincinnati
Posted on: January 16, 2022

Job Description:

JOB SUMMARY
This position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service.

MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.
Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
Assist team with escalated customer issues.
Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
Develop staff to be more effective in their roles by providing ongoing coaching and on-the-job training.
Handle departmental personnel issues including performance reviews, counseling and progressive discipline as needed.
Ensure Kronos payroll system is properly accounted for and accurately updated for the team.
Motivate and inspire others to action utilizing effective leadership skills.
Perform other duties as requested by management.

REQUIRED QUALIFICATIONS
Ability to read, write, speak and understand English
Ability to hire, evaluate, coach and counsel direct reports regularly in their performance
Ability to act with honesty and integrity
Ability to communicate verbally and in writing
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. Word processing, Excel, Cable Billing System)
Ability to manage projects
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of all applicable products and services
Knowledge of general accounting and billing procedures
Must be patient, flexible, dependable and have an outstanding attendance record
Experience with customer relations, communications and sales skills

EDUCATION
High school diploma with some college coursework in business and/or a related field; or equivalent experience

RELATED WORK EXPERIENCE
5-7 years of customer service/call center experience
3+ years of lead/supervisory experience (preferably a team of 10+ people)

WORKING CONDITIONS
Office environment
Exposure to moderate noise level
Hours may vary

EOE
Charter Communications is an Equal Opportunity Employer - Minority/Veteran/Disability. CCS450 300391 300391BR

Keywords: SPECTRUM, Cincinnati , Customer Service Billing Call Center Supervisor, Other , Cincinnati, Ohio