SUPERVISOR, CUSTOMER CARE

Time Warner Supervisor, Customer Care purpose is to supervise Customer Care Representatives in the daily operations of the Department.Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives.
Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries, billing problems and complaints referred by the Customers Care managers or representatives.
 Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department.
 Monitors the Customer Care Representative?s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs.
 Ensures productivity and department service level standards are met.
 Trains, coaches, monitors and rewards Customer Care Representatives on various Division marketing campaigns to achieve projected sales goals.
 Creates departmental correspondence and reports for both internal and external dissemination.


SKILLS & QUALIFICATIONS:
Requires a high school diploma or equivalent. Requires high volume call center, customer service supervisory experience. Requires excellent communication skills, both written and oral, including the ability to interact with all levels of management, staff and the public. Must be able to handle and diffuse difficult/angry customers and possess strong negotiation and conflict resolution skills. Requires strong leadership qualities including the ability to motivate employees.



 

Please apply online: www.timewarnercable.com/careers EOE/M/F/D/V