Time Warner Cable/ Customer Care Supervisor/ Syracuse, NY

FCC Unit_TWC: HQ450

Controlling Establishment ID: 00247 - Syracuse Court

POSITION TITLE: Supervisor, Customer Care

Job Requisition Number: 134045BR

Application WebSite: http://jobs.timewarnercable.com/job/Syracuse-Supervisor%2C-Customer-Care-Job-NY-

13201/1755118/?feedId=40&campaignId=3&utm_source=maximus&utm_campaign=J2W_Maximus

Details: Posting Job Title: Supervisor, Customer Care

Requisition #: 134045BR

Posting Location: United States - New York - Syracuse

Position Type: Full Time

Posting Job Description:

PURPOSE:

Responsible for providing strong positive leadership in a fast-paced rapidly changing customer service environment by supervising the activities of various Customer Care Representatives in the Call Center Fosters a culture to highly motivate and develop employees, and maintain the highest standards of customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervises, coaches, counsels, and monitors Product Services, Account Services, and/or Customer Service and Sales

Representatives in a manner consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state and federal regulations.

Provides guidance to ensure effective use of sales and communication skills, and scripts. Ensures consistency of information.

Adheres to the processing, retention, and compliance of Time Warner Cable’s departmental administrative forms and records as prescribed.

Provides reports analyzing activity and statistical data, supervises the department to ensure customer service and sales goals are met, and provides results to management. Provides various reports using the ICOMS billing system.

Works with Call Center management team to establish goals. Monitors Call Center tracking systems to ensure adherence to schedules and call management. Uses Kronos system to manage payroll for customer service team.

Interfaces closely with marketing on campaigns, incentives, goals, and special projects.

Works with construction, audit and installation on various customer related issues.

Works with the Customer Service Manager and system trainers to ensure that employees are given the necessary resources and training in order to perform their jobs effectively.

Monitors performance to ensure quality standards and objectives.

Resolves complaints concerning billing or service rendered, referring complaints of service failures to designated department for

investigation.

Maintains team availability data in Workforce Management system.

May be responsible for operations and administrative functions, as required at the system level.

Assists with special projects as needed.

OTHER DUTIES AND RESPONSIBILITIES:

May cover for Customer Service Manager.

Performs other duties as assigned.

May cover for Customer Service Manager.

Performs other duties as assigned.

EDUCATION:

Associate's degree in Business, communications or related field from two-year college preferred; or equivalent combination of

education and experience.

EXPERIENCE:

Three to five years previous experience in a fast-paced high volume call center preferred.

Previous experience supervising, coaching and developing staff preferred.

Knowledge of ICOMS and phone systems a plus.