Mgr, Customer Service

Spectrum

3.4

(50)

El Paso, TX

Why you should apply for a job to Spectrum:

  • 4.2/5 in supportive management
  • 62% say women are treated fairly and equally to men
  • 61% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Through a partnership with Women in Cable Telecommunications, employees can access mentoring, networking and development programs.
  • Spectrum Women serves as an internal resource, helping empower women to achieve their goals for professional success.
  • In 2019, 15 Charter leaders were recognized as Cablefax’s Most Powerful Women.
  • #2024-35351

    Position summary

    , 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.

    Ensures 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 the 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.

    Required Skills/Abilities and Knowledge

    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 (i.e. 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

    Required Education

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

    Required Related Work Experience and Number of Years

    Customer service/call center experience - 7-10 Supervisory/management experience - 5+

    WORKING CONDITIONS

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

    PHYSICAL AND MENTAL REQUIREMENTS

    Physical Requirements

    Good vision, including peripheral, and ability to adjust focus

    CCS530 2024-35351 2024

    Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

    A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

    Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 100,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

    Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

    Why you should apply for a job to Spectrum:

  • 4.2/5 in supportive management
  • 62% say women are treated fairly and equally to men
  • 61% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Through a partnership with Women in Cable Telecommunications, employees can access mentoring, networking and development programs.
  • Spectrum Women serves as an internal resource, helping empower women to achieve their goals for professional success.
  • In 2019, 15 Charter leaders were recognized as Cablefax’s Most Powerful Women.