Supervisor, Community Solutions

Charter Communications • San Diego, CA

5d • Onsite

About The Position

The Supervisor, Community Solutions leads a team of call center representatives and provides guidance, feedback, coaching, and training to support outstanding customer service and achievement of performance goals. The role monitors individual and team performance, ensures quality standards are met, assists with escalated customer issues, and supports the success and development of team members. It also oversees personnel matters and payroll records, and builds interdepartmental relationships to align business initiatives. This is an office-based position with moderate noise and variable hours.

Requirements

• High school diploma with some college coursework in business or a related field, or equivalent experience.
• 5–7+ years of customer service or call center experience.
• 3+ years of lead or supervisory experience.
• Ability to act with honesty and integrity.
• Clear verbal and written communication skills.
• Ability to prioritize and organize effectively.
• Ability to supervise and motivate others.
• Ability to use a personal computer and software applications, including word processing, spreadsheets, and cable billing systems.
• Ability to manage projects.
• Patience, flexibility, dependability, and an outstanding attendance record.
• Knowledge of customer relations functions and tasks.
• Knowledge of Spectrum products and services.
• Knowledge of general accounting and billing procedures.
• Strong customer relations, communication, and sales skills.

Nice To Haves

• Supervisory experience managing a team of 10 or more people.

Responsibilities

• Lead and coach a team of call center representatives to deliver outstanding customer service and achieve performance goals.
• Monitor individual and team performance, and provide constructive feedback and coaching to ensure quality standards are met.
• Address escalated customer issues and assist the team in resolving challenging situations.
• Establish and maintain interdepartmental relationships to align business initiatives.
• Develop staff through ongoing coaching and on-the-job training.
• Oversee personnel matters, including performance reviews, counseling, and progressive disciplinary actions.
• Manage payroll records accurately.
• Motivate the team using problem-solving and leadership skills.
• Hire, evaluate, coach, and counsel direct reports.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED