Supervisor Customer Care (Huntsville, AL)

Position Summary:
Supervise team of 13-15 customer service representatives including establishing performance goals, providing performance reviews, and supporting team and individual employee development. Partner with Team Manager to develop and lead an effective Customer Care team to achieve clearly defined productivity goals. Communicate and manage expectations for work adherence and compliance, work order accuracy and achievement of service level, utilizing various reports and other call center technologies. Provide consistent coaching and feedback on employee performance that ensures high levels of customer service. Facilitate positive employee relations by fostering an environment of open communication, approachability, leadership credibility and fair, consistent treatment of employees. Support team members in problem solving to attain first call resolution. Actively promote and motivate individuals and the team toward achievement of aggressive sales goals.

Responsibilities:
• Ensure high level of customer service staffing levels through creating a motivating environment.
• Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
• Evaluate employee performance and consistently assess customer interactions.
• Review, verify and request refund and/or adjustment requests.
• Ensure achievement of all system, team and individual Customer Care goals and standards.
• Communicates sales and marketing strategies for several markets.
• Responsible for administrative aspects including but not limited to reporting, time sheets, schedule adherence, etc.
• Creates and maintains personnel files as required.
• Ensures optimal sales and retention goals are met.
• Performs other related duties as assigned
• Punctual, regular, and consistent attendance.
• Ability to exercise scheduling flexibility (work holidays, split days off, late evenings and weekends).


Required Skills:
Minimum Requirements:
• Bachelor's degree in related field or equivalent work related experience.
• Minimum 1-2 years of leadership experience in a technical call center or provisioning group.
• Strong Personal Computer skills are essential including knowledge of Macintosh and Window Operating Systems, LAN/WAN, TCP/IP, cable modem, and router knowledge, Familiar with email applications, web hosting, DNS and internet applications.
• Excellent written, verbal, and interpersonal communication skills.
• Proven track record of strong organizational skills, follow-through, coaching skills, ability to multi-task and meet deadlines.

Preferred Qualifications:
• Minimum 2-3 years experience in the cable industry