Mgr, Customer Service

JOB SUMMARY

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. This position is responsible for the management of customer service staff including all activities that contribute to ensuring customers receive the best service possible.

MAJOR DUTIES AND 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.

Actively and consistently support all efforts to simplify and enhance the customer and employee experience.

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.

Ensures 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 the 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 QUALIFICATIONS

Required Skills/Abilities and 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 (i.e. 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
Supervisory/management experience - 5+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Preferred Education

Preferred Related Work Experience and Number of Years

WORKING CONDITIONS

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

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

Good vision, including peripheral, and ability to adjust focus

Mental Requirements

EOE

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