About this role
Job Summary
Do you thrive in fast-paced environments and enjoy developing others to reach their full potential? As a supervisor at Spectrum, you’ll lead a team of call center representatives, providing guidance and feedback to drive exceptional customer service. Your leadership will ensure customers experience effortless, high-quality support and your impact will shape the success of both your team and Spectrum.
Responsibilities
How You’ll Make an Impact
- Lead and coach a team of call center representatives to deliver outstanding customer service and achieve performance goals
- Monitor individual and team performance, providing constructive feedback and coaching to ensure quality standards are met
- Address escalated customer issues and assist your team in resolving challenging situations
- Foster collaboration by establishing and maintaining interdepartmental relationships to align business initiatives
- Develop staff through ongoing coaching and on-the-job training to enhance effectiveness in their roles
- Oversee personnel matters including performance reviews, counseling and progressive disciplinary actions
- Accurately manage payroll records and motivate your team using problem-solving and leadership skills
Working Conditions
- This office-based position involves moderate noise and variable hours.
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- High school diploma with some college coursework in business or related field or equivalent experience
Experience
- 5-7+ years of customer service or call center experience
- 3+ years of lead or supervisory experience, preferably managing a team of 10 or more people
Skills
- Ability to act with honesty and integrity
- Ability to communicate clearly verbally and in writing
- Ability to prioritize and organize effectively
- Ability to supervise and motivate others
- Ability to use personal computer and software applications such as word processing, spreadsheets and cable billing systems
- Ability to manage projects
- Patience, flexibility, dependability and outstanding attendance record
- Ability to hire, evaluate, coach and counsel direct reports
- Knowledge of customer relations functions and tasks
- Knowledge of Spectrum products and services
- Knowledge of general accounting and billing procedures
- Strong customer relations, communication and sales skills