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Supervise team of customer service representatives including
establishing performance goals, providing performance reviews, and
supporting team and individual employee development. Partner with Team
Manager to develop and lead an effective Customer Care team to achieve
clearly defined productivity goals. Communicate and manage expectations
for work adherence and compliance, work order accuracy and achievement
of service level, utilizing various reports and other call center
technologies. Provide consistent coaching and feedback on employee
performance that ensures high levels of customer service. Facilitate
positive employee relations by fostering an environment of open
communication, approachability, leadership credibility and fair,
consistent treatment of employees. Support team members in problem
solving to attain first call resolution. Actively promote and motivate
individuals and the team toward achievement of aggressive sales goals.
Ensure high level of customer service staffing levels through creating a
motivating environment.
Provide guidance and/or help to customer service representatives in
resolution of difficult subscriber questions and/or problems.
Evaluate employee performance and consistently assess customer
interactions.
Review, verify and request refund and/or adjustment requests.
Ensure achievement of all system, team and individual Customer Care
goals and standards.
Communicates sales and marketing strategies for several markets.
Responsible for administrative aspects including but not limited to
reporting, time sheets, schedule adherence, etc.
Creates and maintains personnel files as required.
Ensures optimal sales, retention, and performance goals are met.
Performs other related duties as assigned
Punctual, regular, and consistent attendance.
Ability to exercise scheduling flexibility (work holidays, split days
off, late evenings and weekends).
Required Skills:
Bachelors degree in related field or equivalent work related
experience.
Minimum 2-3 years of leadership experience.
Strong personal and interpersonal communications are essential including
but not limited to excellent written, verbal, and computer skills.
Proven track record of strong organizational skills, follow-through,
coaching skills, ability to multi-task and meet deadlines.
Preferred Qualifications:
Minimum 2-3 years experience in the cable industry.
Candidates Must apply via our web site.
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