Customer Service Supervisor

Buffalo, New York
Spectrum
Join one of Spectrums large, high performing support centers that provides support for our Video Products as well as consultation and support for customers during their self-installation experience. This visible and impactful leadership position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic call center environment. The 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. Join an innovative company growing throughout the country. We provide one of the best benefit packages in WNY that includes competitive compensation, health care, retirement, life and disability insurance, paid time off and many other perks, so APPLY TODAY!

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 and coaching

Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.

Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.

Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.

Ensure Kronos payroll system is properly accounted for and accurately updated for team.

Motivate and inspire others to action utilizing effective leadership skills including problem solving and team development.

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 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 supervise and motivate others.

Ability to use personal computer and software applications (i.e. Microsoft Word, Excel and cable billing system, etc )

Must be patient, flexible and dependable

Experience with customer relations, communications and sales skills

EDUCATION

High school diploma with some college course work in business or related field; or equivalent experience

RELATED WORK EXPERIENCE NUMBER OF YEARS

Customer service/call center experience 5-7 years

Lead/supervisory experience (preferably of a team of 10 or more people) 3+ years

WORKING CONDITIONS

Office environment (in-center)

Exposure to moderate noise level

keyword: leader
CCS450 304326 304326BR