Austin, Texas

***Please Note - Must have Flexibility and Available to work any shift (to include weekend and overnight)

Participate in employee selection, training, and development.
Continual monitoring of ACD thresholds and teams activities to assure compliance with department standards.
Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential.

Review and analyze statistical reports to manage teams productivity.
Ensure team is adhering to schedule so as to meet and exceed service level objectives.
Increase team productivity and motivation.
Conduct weekly team meetings to keep team members up to date on latest information.
Assist team with escalated customer issues.
Conduct quality control phone call monitoring to evaluate TSS performance, identify strengths and weaknesses and ensure that a high quality of work is being performed.
Provide one-on-one coaching and development for each team member on a consistent and timely basis.
Prepare annual evaluations and provide monthly feedback.
Maintain professional customer service skills at all times and provide 100% satisfaction on each customer contact (internal and external customers).
Support and encourage all company policies with disciplinary actions as required.
Develop reward and recognition programs to motivate team.
Ensure Kronos payroll system is properly accounted for and accurately updated for team.
Perform other duties as assigned by management.

Preferred Qualifications:
Must be able to work in a fast-paced environment as a self-motivator that promotes teamwork among co-workers. Excellent communication and organizational skills.
Flexibility to work full time shifts that include evenings and/or weekends.
Excellent reading, writing and telephone skills are required.
Ability to read, write and interpret general business correspondence and procedures manuals. Lifting of up to 30 pounds, prolonged standing, walking and sitting.
Will frequently work at a desk and use a computer for extended lengths of time.
Must be able to talk and hear within normal ranges and possess the ability to reach, handle, and feel.
Flexibility to work full time shifts that include evenings, Late Night (to include possible Overnight) weekends and Holidays.

Education & Experience:
High school diploma or equivalent.
Minimum of 4+ years experience focusing on communications with internal and external customers. Must have recent Supervisory or lead experience (within the last 12 months) in a contact center environment providing leadership for 15 or more employees. Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred. Experience with customer relations, communications and sales skills. Must be patient, flexible, dependable, and have an outstanding attendance record.Current employees are eligible to apply provided they meet the qualifications of this posting, have maintained standards in all areas of responsibilities for the previous six months and have been in their present position for twelve months. Under certain circumstances, exceptions to this policy will be allowed. This position requires attendance at work of at least 97% of the scheduled work time and excellent punctuality at work and meetings.

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different

For more information on Spectrums benefits, please click here.

Austin, Texas

Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. the leading broadband communications company in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. The advertising sales and production services are sold under the Spectrum Reach™ brand. News and sports networks are operated under the Spectrum Networks brand.  

Our commitment to serving customers and exceeding their expectations is the bedrock of our business strategy and it’s the philosophy that guides our more than 95,000 employees.

Your next career can be as impactful as your last one. As a veteran or active military service person, you have the skills, talent, and training to make a difference at Spectrum. More than 11,000 veterans have already found a home at our advanced TV, Internet, Voice and Mobile company. You can find yours, too, in areas like Technical Operations, Field Operations, Network Operations, Construction, Engineering, Sales, and more. When you join us, you join a company dedicated to you and your success.  

Similar jobs