Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
Responsible for the coaching and development of a team of Billing Supervisors in a fast-paced, dynamic Call Center environment. Accountable for meeting and exceeding departmental and call center goals. Responsible for the management of customer service staff including all activities that contribute to the acquisition, satisfaction and retention of customers.
MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Actively and consistently support all efforts to simplify and enhance the customer experience
Effectively leads a team of supervisors utilizing management skills including, but not limited to, time management, financial management, planning , communication, delegation and organizational skills.
Monitors individual and team performance to ensure performance and quality standards are met or execeeded.
Ensures that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor calls and performance metrics and provide feedback and coaching.
Hires, evaluates, coaches and counsels employees in the performance of their duties.
Establishes and maintains interdepartmental relationships to ensure alignment on all business initiatives.
Develops staff to be effective in their roles by providing coaching and on-the-job training.
Makes decisions and implement processes that improve processes and customer experiences utilizing root cause analysis to identify trends in data.
Develops and interprets internal reporting to effectively manage the business. Inspect what you expect.
Leads projects utilizing effective project management skills.
Motivates and inspires others to action utilizing effective leadership skills including problem solving, team development .
Acts with honesty and integrity.
Performs other duties as requested by management.
Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally 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
Vision ability close vision, peripheral vision, and ability to adjust focus
Bachelor's degree or equivalent College course work in business or related field or equivalent experience
Related Work Experience Number of Years
Customer service experience 3
Call Center experience 2
Previous Supervisory experience (of a team of 10 or more people) 2
Telecommunications experience 2
Exposure to moderate noise level
Hours may vary