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. By providing professional, efficient and knowledgeable supervision, the skills expected to be demonstrated include but are not limited to: In depth knowledge of Charter products and services, including but not limited to Charter Residential Billing, Video or Internet/Phone technical support; Ability to develop and motivate representatives to ensure performance metrics are consistently attained; Ability to evaluate call recordings and provide feedback to representatives as needed in order to efficiently and effectively respond to customer inquiries and provide appropriate resolution; Analyze and document performance trending and take action to remediate issues that impact attainment of goals; Assist in resolving complex customer escalations; Ensure appropriate adherence to all applicable center-wide policies and procedures.

　　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 Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to prioritize, organize and multi-task effectively Effective utilization of problem solving techniques Ability to establish and manage effective relationships at all levels Capacity to show sound judgment in accomplishing specified job duties Possesses strong organization and time management skills Ability to handle customer inquiries in a professional and efficient manner Excellent communications skills Proficiency with PC’s, Microsoft Windows, Excel, Word, PowerPoint and Microsoft Project Ability to understand and perform analysis using moderately complex databases Must have a thorough knowledge of the operational components related to processes, procedures and call handling tools Utilization of analytical skills and proven ability to assess root causes Demonstration of willingness to assist customers and enthusiasm to learn and adapt to change Ability to absorb pertinent information within a reasonable period of time Education Bachelor Degree or related field or equivalent experience preferred Completion of pre-employment and weekly training assessments Related Work Experience Two to three years’ experience at a representative or higher level working in a comprehensive call center operation requiring technical expertise Experience in handling inbound calls in a highly dynamic and fast paced call center environment

　　CCS450 2024-28018 2024

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　　A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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