PortlandMERecruiter Since 2001
the smart solution for Portland jobs

Manager - Customer Service

Company: SPECTRUM
Location: Portland
Posted on: October 16, 2020

Job Description:

Job Description This position is responsible for the coaching and development of a team of supervisors in a fast-paced, dynamic call center environment. The manager is accountable for meeting and exceeding departmental and call center goals. This position is responsible for the management of customer service staff including all activities that contribute to ensuring customers receive the best service possible. Initially, this role will focus on the hiring, training, leadership development,and retaining employees during a period of expansion and growth. This would include: * Successfully complete Spectrum Mobile Training for Agents, Leads, Supervisors & Managers. (Tue-Sat, 11-7:30PM) * Assist current management team with organizing and ensuring new and on-going Supervisor Development Training. * Assist current management team with organizing and ensuring new and on-going Lead Development Training. * Assist, advise and plan with existing HR & Recruiting Team efforts developing strategies focused on growing the Portland center to reach aggressive company growth objectives. * Assist, advise and plan with existing management, HR & Recruiting Team the successful development and implementation of existing workforce and New Hire engagement and retention strategies. * Other duties as assigned. MAJOR DUTIES AND RESPONSIBILITIES Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Actively and consistently support all efforts to simplify and enhance the customer and employee experience. Effectively lead a team of supervisors utilizing management skills including, but not limited to, time management, financial management, planning, communication, delegation and organizational skills. Monitor individual and team performance to ensure performance and quality standards are met or exceeded. Manage call center floor activity including monitoring staffing levels, efficiency and service levels and outages/service interuptions. Escalate rep and customer impacting issues appropriately. Ensures departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching. Ensure all Supervisors and Call Center Reps are trained on an ongoing basis Provide regular reporting of key performance initatives to the site leader of the Call Center Operations. Hire, evaluate, coach and counsel employees in the performance of their duties. Establish and maintain interdepartmental relationships and communications to ensure alignment on all business initiatives and desktop tool effectness. Develop staff to be more effective in their roles by providing ongoing coaching, performance reivews and on-the-job training. Make decisions and implement change to improve processes and customer experiences utilizing root cause analysis and data trends. Facilitate open communications between representatives, supervisors, peers, departments, systems and region. Ensure all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc. Develop and interpret internal reporting to effectively manage the business. Lead projects utilizing effective project management skills. Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development. Manage department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed. Perform other duties as requested by management REQUIRED QUALIFICATIONS Skills / Abilities and Knowledge Ability to read, write, speak and understand English Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties Ability to act with honesty and integrity Ability to communicate verbally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.) Ability to manage projects Knowledge of all functions and related tasks in the area of customer relations Knowledge of applicable products and services Knowledge of general accounting and billing procedures Good vision, including peripheral, and ability to adjust focus Education Bachelor's degree in business or related field (MBA preferred); or equivalent experience Related Work Experience Number of Years Customer service/call center experience 7-10 Supervisory/management experience 5+ WORKING CONDITIONS Office environment Exposure to moderate noise level Travel may be required Hours may vary EOE Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Keywords: SPECTRUM, Portland , Manager - Customer Service, Other , Portland, Maine

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Students - Deliver with Uber Eats
Description: Job Description Deliver with Uber. Earn on your schedule. Work on your schedule. Deliver for a few hours in the mornings, every night, or just on weekends--it's up to you. Earn Good Money. You'll
Company: Uber Eats
Location: Concord
Posted on: 10/25/2020

PillPack - Certified Pharmacy Tech (Work from Home)
Description: Job DescriptionPillPack is a pharmacy that makes it simple to take the right medications at the right time. We combine convenient packaging, modern technology, and personalized service to create a system (more...)
Company: PillPack
Location: Concord
Posted on: 10/25/2020

Virtual Active CPA, Enrolled Agent or Tax Attorney - Seasonal Income
Description: Overview If you are a highly motivated individual with an active unrestricted credential CPA/EA/Practicing Attorney and excellent communication skills, we need you to help our customers complete their (more...)
Company: Intuit
Location: Concord
Posted on: 10/25/2020


Earn more this Fall, deliver with Uber Eats
Description: 38 quot 10 Deliver with Uber. Earn on your schedule. 10 Work on your schedule. Deliver for a few hours in the mornings, every night, or just on weekendsit 38 039 s up to you. 10 Earn Good Money. (more...)
Company: Uber Eats
Location: Concord
Posted on: 10/25/2020

Pharmacy Associate
Description: Job DescriptionPillPack is a pharmacy that makes it simple to take the right medications at the right time. We combine convenient packaging, modern technology, and personalized service to create a system (more...)
Company: PillPack
Location: Concord
Posted on: 10/25/2020

Deliver with Uber - Flexible Gig
Description: 38 quot 10 Deliver with Uber. Earn on your schedule. 10 Work on your schedule. Deliver for a few hours in the mornings, every night, or just on weekendsit 38 039 s up to you. 10 Earn Good Money. (more...)
Company: Uber Eats
Location: Concord
Posted on: 10/25/2020

Pillpack - Overnight Order Picker/Packer (Manchester)
Description: Job Description:PillPack is a pharmacy that makes it simple to take the right medications at the right time. We combine convenient packaging, modern technology, and personalized service to create a system (more...)
Company: PillPack
Location: Concord
Posted on: 10/25/2020

Physician / Emergency Medicine / New Hampshire / Locum tenens / Teleme
Description: Quivvy Tech is currently hiring telemedicine physicians Quivvy Tech is the fastest growing national telemedicine network in the U.S. We have
Company: Quivvy Tech
Location: Concord
Posted on: 10/25/2020

OTR CDL A Lease Purchase Driver - $1,000 Guaranteed Weekly Pay - Great Home Time
Description: LEASE PURCHASE CDL-A TRUCK DRIVERS - OWN YOUR TRUCK IN AS LITTLE AS 12 MONTHS ASK ONE OF OUR RECRUITERS ABOUT OUR NEW SETTLEMENT PLUS PROGRAM- 1,000 Weekly Pay Guarantee CDL- Lease Purchase Opportunities (more...)
Company: Risinger Brothers Transfer
Location: Concord
Posted on: 10/25/2020

Credentialed Tax Advisor - CPA - Remote
Description: Overview If you are a highly motivated individual with an active unrestricted credential CPA/EA/Practicing Attorney and excellent communication skills, we need you to help our customers complete their (more...)
Company: Intuit
Location: Concord
Posted on: 10/25/2020

Log In or Create An Account

Get the latest Maine jobs by following @recnetME on Twitter!

Portland RSS job feeds