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SPECTRUM: Supervisor Customer Service, Mobile

Spectrum

This is a Contract position in Kaw, MO posted May 1, 2021.

Job SummaryThe 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 ResponsibilitiesProvide 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 QualificationsFamiliarity with Ability to read, write, speak and understand EnglishAbility to prioritize, organize and multi-task effectivelyEffective utilization of problem solving techniquesAbility to establish and manage effective relationships at all levelsCapacity to show sound judgment in accomplishing specified job dutiesPossesses strong organization and time management skillsAbility to handle customer inquiries in a professional and efficient mannerExcellent communications skillsProficiency with PC’s, Microsoft Windows, Excel, Word, PowerPoint and Microsoft ProjectAbility to understand and perform analysis using moderately complex databasesMust have a thorough knowledge of the operational components related to processes, procedures and call handling toolsUtilization of analytical skills and proven ability to assess root causesDemonstration of willingness to assist customers and enthusiasm to learn and adapt to changeAbility to absorb pertinent information within a reasonable period of timeEducationBachelor Degree or related field or equivalent experience preferred (experience may be considered in lieu of a degree). Related Work ExperienceTwo 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 preferredExperience in handling inbound calls in a highly dynamic and fast paced call center environment preferredExpanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and servicesKnowledge of Spectrum Mobile service plans, contracts, offers and billing systemShift requirementsMust be able to work the following shift:11:30am 8:30pm, with Tuesday & Wednesday offWorking ConditionsOffice environmentFor more information on Spectrum’s benefits, please click here.

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