Mgr, Customer Service

Job Overview

This position is responsible for the coaching and development of a team of supervisors in a fast-paced, dynamic call center environment. The manager is accountable for meeting and exceeding departmental and call center goals, and for ensuring customers receive the best service possible.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
• Effectively lead a team of supervisors utilizing management skills including, but not limited to, time management, financial management, planning, communication, delegation and organizational skills.
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
• Manage call center floor activity, including monitoring staffing levels, efficiency and service levels and outages/service interruptions. Escalate rep and customer impacting issues appropriately.
• Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
• Ensure all Supervisors and Call Center Reps are trained on an ongoing basis.
• Provide regular reporting of key performance initiatives to the site leader of Call Center Operations.
• Hire, evaluate, coach and counsel employees in the performance of their duties.
• Establish and maintain interdepartmental relationships and communications to ensure alignment on all business initiatives and desktop tool effectiveness.
• Develop staff to be more effective in their roles by providing ongoing coaching, performance reviews and on-the-job training.
• Make decisions and implement change to improve processes and customer experiences utilizing root cause analysis and data trends.
• Facilitate open communications between representatives, supervisors, peers, departments, systems and region.
• Ensure all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
• Develop and interpret internal reporting to effectively manage the business.
• Lead projects utilizing effective project management skills.
• Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
• Manage department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
• Perform other duties as requested by management.

• 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 straightforward manner.
• Ability to prioritize and organize effectively.
• Ability to supervise and motivate others.
• Ability to use personal computer and software applications (e.g., word processing, spreadsheet, cable billing system, etc.).
• Ability to manage projects.
• Knowledge of all functions and related tasks in the area of customer relations.
• Knowledge of applicable products and services.
• Knowledge of general accounting and billing procedures.

Bachelor's degree in business or related field (MBA preferred); or equivalent experience.

• Customer service/call center experience: 7–10 years.
• Supervisory/management experience: 5+ years.

• Office environment.
• Exposure to moderate noise level.
• Travel may be required.
• Hours may vary.

• Good vision, including peripheral, and ability to adjust focus.

Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability.