Customer Service Supervisor, Mobile

Spectrum was just named by Forbes as one of America's Best Large Employers for 2023!

Are you a proven leader looking for an exciting new leadership opportunity? Are you ready to take the next step in your career by developing a top team of service & support professionals? Do you want to feel rewarded as a valued mentor in the leading edge of technology? Joining our team at Spectrum Mobile is the optimal way to move your career FORWARD!

Spectrum Mobile is RAPIDLY GROWING, and this is the BEST time to bring your leadership skills and expertise to the exciting field of wireless telecommunications. Our call center in Kansas City, Missouri offers a fast-paced, customer-focused setting with limitless opportunities to develop and grow.

We believe that by providing our employees with a complete array of AMAZING benefits and resources to help build their careers, we can help them take care of the people who matter the most, both at work and at home. By joining Spectrum, you will receive a total compensation package that includes FREE digital cable and internet services, tuition reimbursement, generous time off, and many other great benefits -- including a fully matched 401(k) with an additional employer contribution!

NOW is the time to make the right move in your career and JOIN SPECTRUM MOBILE TODAY!

Job Summary

The Supervisor of Customer Care Call Center is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success. Major Duties and Responsibilities

Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.

Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.

Provide feedback regarding performance issues and make recommendations on applicable training opportunities.

Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as one on one coaching sessions.

Maintain high visibility in order to provide guidance with customer escalations and complex order entry scenarios.

Monitor and evaluate calls to ensure established quality standards are adhered to consistently. Contact Dispatch/Operational Teams as needed to ensure appropriate resolution for customer escalations. Interact with central/local workforce teams to ensure proper staffing alignment.

Partner with Human Resources by participating in the interview and selection process of new employees. Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.

Required Qualifications

Familiarity with Ability to read, write, speak and understand English

Ability to prioritize, organize and multi-task effectively

Effective utilization of problem solving techniques

Ability to establish and manage effective relationships at all levels

Capacity to show sound judgment in accomplishing specified job duties

Possesses strong organization and time management skills

Ability to handle customer inquiries in a professional and efficient manner

Excellent communications skills

Proficiency with PC’s, Microsoft Windows, Excel, Word, Power

Point and Microsoft Project

Ability to understand and perform analysis using moderately complex databases

Must have a thorough knowledge of the operational components related to processes, procedures and call handling tools

Utilization of analytical skills and proven ability to assess root causes

Demonstration of willingness to assist customers and enthusiasm to learn and adapt to change

Ability to absorb pertinent information within a reasonable period of time

Education

Bachelor Degree or related field or equivalent experience preferred (experience may be considered in lieu of a degree)Related Work Experience

Two to three years’ experience in a leadership capacity working in a comprehensive call center operation requiring technical expertise, with demonstrated success in exercising solid judgement, problem solving, organizational and analytical skills Experience in handling inbound calls in a highly dynamic and fast paced call center environment preferred

Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services

Knowledge of Spectrum Mobile service plans, contracts, offers and billing system

Shift Requirements2:30 PM - 11:30 PM, Sunday - Thursday, off Friday/Saturday4:00 PM - 1:00 AM, Tuesday - Saturday, off Sunday/Monday

Working Conditions

Office environment#LI-EP1 CCS450 337535 337535

BR