The Offline Customer Support Supervisor is responsible for providing the day-to-day supervision of the staff within the Offline Customer Support Department. This position reports to the Offline Customer Support Manager and has direct reports.MAJOR DUTIES AND RESPONSIBILITIESResponsible for planning, organizing and directing the day-to-day activities in the Offline Customer Support department.Responsible for hiring, providing performance feedback, employee coaching and counseling of the Offline Customer Support team in order to drive improvement of our overall customer experienceImplements performance goal setting/disciplinary actions when necessary, and provides incentive/rewards as appropriate.Utilizes reports/data to analyze trends and implement resolution and project staffing.Responsible for the continuing training and development of OCSSs and for ensuring all opportunities are made available for employee progression within the company.Interacts with customers to ensure resolution to complex and difficult customer issues.Required Skills:Ability to read, write, speak and understand EnglishProven track record in customer relations with strong leadership abilities.Knowledge of personal computer and software application skills (i.e. word processing, spreadsheet, Visio, Project, etc.)Knowledge of broadband products and servicesStrong working knowledge of call center tools, billing systems as well as familiarity with company policies and proceduresDetail oriented, resourceful and strong multi-tasking abilitiesAbility to calculate figures and amounts such as discounts, interest, percentages, ratios, and proportionsAbility to work in a fast paced environment, under competing deadlines, with minimum supervisionAbility to work with the public utilizing good customer service skills to maintain a positive company imageDemonstrated ability to learn, understand and keep current with the technologyDemonstrated leadership abilityMust be proactive and continually look for process improvementsStrong ability to facilitate and must be able to achieve results without direct supervisionCritical thinking skills: Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Communication skills: Communicate effectively in writing as appropriate for the needs of the audienceDecision and problem solving skills: Make decisions and solve problems while working under pressure.
Education, Certification & Licenses
BA/BS or equivalent work experience within a customer service environment.
Minimum of 3 years experience in back office or call center.
One year previous supervisory/leadership experience
A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.