Supervisor, Customer Service (Video Support)
Company: SPECTRUM
Location: Hutto
Posted on: January 13, 2021
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Job Description:
*Please Note - Must have Flexibility and Available to work any
shift (to include weekend and overnight) ? Participate in employee
selection, training, and development. ? Continual monitoring of ACD
thresholds and team's activities to assure compliance with
department standards.?? ? Develop processes and training programs
that will proactively improve call handling, increase first call
resolution rate, decrease or eliminate controllable calls and
recognize cost reduction potential. ? Review and analyze
statistical reports to manage teams productivity. ? Ensure team is
adhering to schedule so as to meet and exceed service level
objectives. ? Increase team productivity and motivation. ? Conduct
weekly team meetings to keep team members up to date on latest
information. ? Assist team with escalated customer issues. ?
Conduct quality control phone call monitoring to evaluate TSS
performance, identify strengths and weaknesses and ensure that a
high quality of work is being performed. ? Provide one-on-one
coaching and development for each team member on a consistent and
timely basis. ? Prepare annual evaluations and provide monthly
feedback. ? Maintain professional customer service skills at all
times and provide 100% satisfaction on each customer contact
(internal and external customers). ? Support and encourage all
company policies with disciplinary actions as required. ? Develop
reward and recognition programs to motivate team. ? Ensure Kronos
payroll system is properly accounted for and accurately updated for
team. ? Perform other duties as assigned by management. Preferred
Qualifications: ? Must be able to work in a fast-paced environment
as a self-motivator that promotes teamwork among co-workers. ?
Excellent communication and organizational skills. ? Flexibility to
work full time shifts that include evenings and/or weekends. ?
Excellent reading, writing and telephone skills are required. ?
Ability to read, write and interpret general business
correspondence and procedures manuals. ? Lifting of up to 30
pounds, prolonged standing, walking and sitting. ? Will frequently
work at a desk and use a computer for extended lengths of time. ?
Must be able to talk and hear within normal ranges and possess the
ability to reach, handle, and feel. ? Flexibility to work full time
shifts that include evenings, Late Night (to include possible
Overnight) weekends and Holidays. Education & Experience: ? High
school diploma or equivalent. ? Minimum of 4+ years experience
focusing on communications with internal and external customers. ?
Must have recent Supervisory or ?lead? experience (within the last
12 months) in a contact center environment providing leadership for
15 or more employees. ? Certificate or graduation from a technology
based institution focusing on computer systems, electronics and/or
IP technologies preferred. ? Experience with customer relations,
communications and sales skills. Must be patient, flexible,
dependable, and have an outstanding attendance record. Current
employees are eligible to apply provided they meet the
qualifications of this posting, have maintained standards in all
areas of responsibilities for the previous six months and have been
in their present position for twelve months. Under certain
circumstances, exceptions to this policy will be allowed. This
position requires attendance at work of at least 97% of the
scheduled work time and excellent punctuality at work and meetings.
EOE Race/Sex/Vet/DisabilityCharter is an equal opportunity employer
that complies with the laws and regulations set forth in the
following EEO Is the Law poster: Charter is committed to diversity,
and values the ways in which we are different For more information
on Spectrum's benefits, please click here .
Keywords: SPECTRUM, Austin , Supervisor, Customer Service (Video Support), Hospitality & Tourism , Hutto, Texas
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