Call Center Supervisor

Welcome to Charter Communications, a leading telecommunications company with a commitment to providing exceptional customer service. We are currently looking for a dynamic and experienced Call Center Supervisor to join our team. As a Call Center Supervisor, you will play a crucial role in ensuring the success of our customer service operations. We are seeking a motivated and results-driven individual who can lead a team of customer service representatives to deliver top-notch service to our valued customers. If you have a passion for customer service and possess strong leadership skills, we want to hear from you!

1. Lead and manage a team of customer service representatives, providing guidance, support, and training as needed.
2. Monitor and track team performance, including call volume, response times, and customer satisfaction metrics.
3. Develop and implement strategies to improve customer service operations and enhance the overall customer experience.
4. Conduct regular team meetings to communicate updates, share best practices, and address any concerns or feedback.
5. Collaborate with other departments and teams within the company to ensure a seamless customer experience.
6. Create and maintain a positive and productive work environment for the team.
7. Handle escalated customer inquiries or complaints in a timely and professional manner.
8. Develop and maintain call center policies and procedures, ensuring compliance with company standards.
9. Utilize call center software and tools to review and analyze call data and make data-driven decisions.
10. Identify and address any performance or training gaps within the team and provide coaching or corrective actions when necessary.
11. Stay updated on industry trends and best practices to continuously improve the call center operations.
12. Act as a point of contact for upper management, providing regular updates and reports on team performance and customer service metrics.
13. Foster a customer-centric culture within the team, emphasizing the importance of providing exceptional customer service at all times.
14. Hire, train, and onboard new team members as needed.
15. Handle any other duties or responsibilities as assigned by the management team.

According to JobzMall, the average salary range for a Call Center Supervisor in Rochester, NY, USA is between $46,000 and $53,000 per year. However, factors such as the company, location, and experience level can affect the specific salary for this position. Additionally, bonuses and benefits may also be included in the overall compensation package.

Charter Communications, Inc. is an American telecommunications and mass media company that offers its services to consumers and businesses under the branding of Spectrum. Providing services to over 26 million customers in 41 states, it is the second-largest cable operator in the United States by subscribers, just behind Comcast, and third largest pay TV operator behind Comcast and AT&T. It is the fifth largest telephone provider based upon residential subscriber line count.