Customer Service Supervisor
Company: SPECTRUM, Inc
Posted on: September 23, 2022
JOB SUMMARY - Work In Center
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
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
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, team development.
Performs other duties as requested by management.
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
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
Knowledge of applicable products and services
Knowledge of general accounting and billing procedures
Good vision, including peripheral, and ability to adjust focus
Must be patient, flexible, dependable and have an outstanding
Experience with customer relations, communications and sales
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
Lead/supervisory experience (preferably of a team of 10 or more
Work Inside Call Center
Exposure to moderate noise level
Hours may vary
Charter Communications is an Equal Opportunity Employer -
Minority/Female/Veteran/Disability CCS450 314793 314793BR
Keywords: SPECTRUM, Inc, Orlando , Customer Service Supervisor, Other , Orlando, Florida
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