Customer Contact Center Team Supervisor

Comporium•Rock Hill, SC

About The Position

Comporium is a diversified communications company providing a Quintuple Play of five services -- voice, video, data, wireless and security -- at the retail level; as well as, providing security monitoring and media services for its industry customers. Under this concept, the Comporium Group is uniquely positioned to offer customers a one-stop-shopping for all their communications needs. Responsible for supervising a team of Residential Customer Contact Center Attendants and/or Internet Support Specialists to include providing quality assurance, guidance, motivation and coaching sessions to individual team members. In addition, the Team Supervisor, on duty at any given time, is responsible for monitoring the entire Contact Center floor operations activities in the Rock Hill and Lancaster locations, including handling escalated customer calls and ensuring that required staffing need are met in order to meet required KPI's.

Requirements

High School education or equivalent required. 2 year technical or business degree a plus.
Minimum of 4 years customer service, contact center and or internet tech support experience in a similar communications environment.
Supervisory experience preferred.
Strong leadership, interpersonal, customer service, problem solving, sales, and communication skills a must.
Position also requires strong technical abilities and understanding of all internet related services and set-up.
Must be able to handle multiple tasks at one time, escalated customer calls and make quick, informed decisions.
Must be comfortable providing one-on-one feedback to team members regarding customer service related skills.
Must be available to work a flexible schedule between 7am - 11pm, including every other weekend, holidays and severe weather.
Able to work extended or overtime hours as needed.

Responsibilities

Provide monthly monitoring and coaching sessions for team members, including reference to attendance, performance requirements, and ensuring that all sales/lead upgrade goals are met.
Monitor Customer Contact Center real time conditions and team members, and quickly respond to changing conditions to ensure maximum efficiency, world class customer service, first call resolution and adherence to KPI's for Customer Service, Tech Support, Security and Repair Call Centers.
Handle escalated customer issues effectively and efficiently while striving for first call resolution and providing world class customer service, including being a team player and equally sharing the workload.
Identify the need for and recommend specific training for team members.
Maintain a high level of technical and product knowledge, including, but not limited to current product features, specifications and equipment requirements, current promotions, pricing and discounts.
Monitor outages and respond accordingly including internal outages affecting the Customer Contact Center, including updating outage pages and recordings.
Assist field technicians with customer troubles such as troubleshooting issues, dispatching and clearing tickets for all Call Centers.
Work with other departments within the Enterprise, including but not limited to: Network, Engineering, CNOC, Testboard, Plant, Marketing and Retail to provide satisfactory resolution to customer inquiries and issues.
Handle new hire onboarding for respective team members in relation to established checklist.
Hold team members accountable for attendance and performance.
Adhere to departmental guidelines as related to attendance and performance.