Supervisor Customer Care

Optimum • Tyler, TX

8d

About The Position

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum! Job SummaryPerforms the administrative, facilitative coaching, and mentoring duties necessary to lead the customer care staff. Achieves the business and customer service objectives of the department and company.

Requirements

• Bachelor’s Degree in related field preferred
• 5+ years of relevant experience
• 3 years in a high-volume customer service or sales environment preferred
• 1 year of supervisory experience preferred
• Telecommunications experience preferred
• Ability to lead and motivate team to meet departmental goals
• Strong leadership, team building and interpersonal skills
• Excellent written communication skills
• Experience with computer applications, particularly large customer billing databases
• Ability to manage in a call center environment with a sales and service focus
• Technological experience in voice, video, and/or data highly preferred
• Good command of the English language
• Public speaking and presentation experience
• Ability to motivate a sales force and creatively solve problems
• Strong initiative and ability to work autonomously

Responsibilities

• Interviews, hires, coaches, evaluates, and assists in training customer care personnel.
• Provides feedback to employees regarding performance levels by monitoring and analyzing statistical reports.
• Analyzes and documents employee performance and recommends salary increases.
• Maintains department service level goals by ensuring that customer care personnel meet phone accessibility and accountability standards.
• Ensures error-free processing of customer requests by documenting information received from other departments and establishing appropriate interdepartmental procedures.
• Resolves complex customer complaints.Identifies and resolves system and procedural problems by networking with other departments, participating on task forces, and recommending policy changes.
• Meets sales budgets by establishing goals and incentives and motivating and instructing employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees