Spectrum was just named by Forbes as one of America's Best Large Employers for 2023!

　　Are you a proven leader looking for an exciting new leadership opportunity? Are you ready to take the next step in your career by developing a top team of service & support professionals? Do you want to feel rewarded as a valued mentor in the leading edge of technology? Joining our team at Spectrum Mobile is the optimal way to move your career FORWARD!

　　Spectrum Mobile is RAPIDLY GROWING, and this is the BEST time to bring your leadership skills and expertise to the exciting field of wireless telecommunications. Our call center in Kansas City, Missouri offers a fast-paced, customer-focused setting with limitless opportunities to develop and grow.

　　We believe that by providing our employees with a complete array of AMAZING benefits and resources to help build their careers, we can help them take care of the people who matter the most, both at work and at home. By joining Spectrum, you will receive a total compensation package that includes FREE digital cable and internet services, tuition reimbursement, generous time off, and many other great benefits -- including a fully matched 401(k) with an additional employer contribution!

　　NOW is the time to make the right move in your career and JOIN SPECTRUM MOBILE TODAY!

　　Job Summary

　　The Supervisor of Customer Care Call Center is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success.

　　Major Duties and Responsibilities

　　Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.Provide feedback regarding performance issues and make recommendations on applicable training opportunities.Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as one on one coaching sessions.Maintain high visibility in order to provide guidance with customer escalations and complex order entry scenarios.Monitor and evaluate calls to ensure established quality standards are adhered to consistently. Contact Dispatch/Operational Teams as needed to ensure appropriate resolution for customer escalations. Interact with central/local workforce teams to ensure proper staffing alignment.Partner with Human Resources by participating in the interview and selection process of new employees. Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.

　　Required Qualifications

　　Familiarity with Ability to read, write, speak and understand EnglishAbility to prioritize, organize and multi-task effectivelyEffective utilization of problem solving techniquesAbility to establish and manage effective relationships at all levelsCapacity to show sound judgment in accomplishing specified job dutiesPossesses strong organization and time management skillsAbility to handle customer inquiries in a professional and efficient mannerExcellent communications skillsProficiency with PC's, Microsoft Windows, Excel, Word, PowerPoint and Microsoft ProjectAbility to understand and perform analysis using moderately complex databasesMust have a thorough knowledge of the operational components related to processes, procedures and call handling toolsUtilization of analytical skills and proven ability to assess root causesDemonstration of willingness to assist customers and enthusiasm to learn and adapt to changeAbility to absorb pertinent information within a reasonable period of time

　　Education

　　Bachelor Degree or related field or equivalent experience preferred (experience may be considered in lieu of a degree)

　　Related Work Experience

　　Two to three years' experience in a leadership capacity working in a comprehensive call center operation requiring technical expertise, with demonstrated success in exercising solid judgement, problem solving, organizational and analytical skills Experience in handling inbound calls in a highly dynamic and fast paced call center environment preferredExpanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and servicesKnowledge of Spectrum Mobile service plans, contracts, offers and billing system

　　Shift Requirements

　　3:30 PM - 12:30 AM, Sunday through Thursday (off Friday & Saturday)

　　Working Conditions

　　Office environmentThis is an in-office position, and you must be able to work full-time at our 6550 Winchester Avenue call center location in Kansas City, Missouri

　　CCS450 2023-25591 2023

　　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 101,000 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.