Supervisor-Customer Service Operations

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Spectrum has an exciting Supervisor opportunity to join our high performing leadership team at our state of the art Appleton technology center! We are seeking a motivated leader with experience coaching and developing a team of representatives in a fast-paced, dynamic call center environment. You will be responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success including all activities that contribute to ensuring customers receive effortless and world class service. Join an innovative company growing throughout the country! We provide the best benefits in the Fox Valley which includes free home cable services (HBO/premium channels), DVR, home internet/home phone, comprehensive health/dental/vision insurance, 401(k), onsite fitness center and many other perks so APPLY TODAY!
MAJOR DUTIES AND RESPONSIBILITIES
Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills
Monitor individual and team performance to ensure performance and quality standards are met or exceeded
Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching
Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions
Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development
Collaborate with leadership on projects to work on proactive measures to increase performance
Performs other duties as requested by leadership
REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheets, etc.)
Experience with customer relations, communications and sales skills
Education
High School diploma with some college course work in business or related field; or equivalent experience
Related Work Experience
2+ years Lead/Supervisor experience (preferably of a team of 15 or more people)
4+ years call center experience preferred
WORKING CONDITIONS
Office environment
Exposure to moderate noise level
Associated topics: customer service manager, director, expertise, guide, leadership, monitor, operations, review, senior, telephone

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