Supervisor of Offline Customer Support
Spectrum
15,025 reviews
-
Riverview, FL
Spectrum
15,025 reviews
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JOB SUMMARY
The Offline Customer Support Team is responsible for various back office tasks, which include research, customer contact, resolution of complex customer requests, analyzing audit reports and input corrections to ensure that people, process and technology are effectively supporting Customer Operations. This position will provide leadership to the Offline Customer Support Specialist’s, by providing coaching and development of OCS Specialists, developing efficiencies in the department, and collaborating with cross functional teams to find solutions that minimize errors and impact to the organization and/or customers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Responsible for planning, organizing and supervising the day-to-day activities in the Offline Customer Support department
Responsible for hiring, providing performance feedback, employee coaching and counseling of the Offline Customer Support Specialists in order to drive improvement of our overall customer experience
Implements performance goal setting/disciplinary actions when necessary, and provides incentive/rewards as appropriate
Will identify trends and provide insight into process or system enhancements
Maintain thorough knowledge and understanding of all the organization’s products, services, procedures and guidelines and communicate same to all team members
Foster a culture of consistency, accountability, continuous training and improvement, while maintaining a commitment to employee development and progression within the company
Interacts with customers to ensure resolution of complex customer concerns
Responsible for monitoring Offline Customer Support Specialists via monitoring and audits to ensure accuracy, quality, efficiency and SLA compliance
Build relationships with all departments to provide a positive customer experience
Build awareness of both Charter and industry best practices, and Champion the adoption of tools and processes that align with process standards and best practices
All other duties as assigned
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work in fast-paced environment while maintaining a high level of employee morale
Excellent planning and organization skills with ability to implement/track and deliver on goals/metrics
Ability to collaborate and drive results in a matrix-management environment
Ability to successfully utilize Microsoft Products
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to multi-task
Ability to make decisions and solve problems
Must be proactive and continually look for process improvements
Ability to effectively manage large and complex teams and projects
Related Work Experience Number of Years
High volume transaction based environment 3
Lead or Leadership experience 1+
Cable industry experience 2
Education
Bachelor's degree in Management, Business Administration, or other related field or equivalent work experience
WORKING CONDITIONS
Office environment
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability