Manager, Customer Service Operations

Spectrum is seeking an experienced Customer Service Manager to support the Spectrum Mobile Team at our Garfield Heights, OH location. This position is responsible for management of the operational aspects of Customer Service and support. The manager will assist in the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Charters Customer Service centers.

Actively and consistently support all efforts to simplify and enhance the customer and employee experience

Support Director in attaining operational objectives by supplying relevant analysis of operation performance data as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives.

Serve as a Customer Service focal point for planning and implementation of customer service operations within Charter to improve customer satisfaction in all customer interactions (telephone, front counter, and in the home).

Manage staff schedules in accordance with staffing objectives to ensure achievement of operational objectives.

Participate in the design and implementation of policies and procedures across multiple functions within call center operations.

Support call center new hire training efforts with HR and Training teams in accordance to the operational budget and forecast.

Ensure customers receive the best customer service possible.

Handle top priority customer issues through to resolution and identify improvement opportunities.

Manage customer service operations to ensure that customer claims and complaints are handled fairly and effectively.

Enforce policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.

Responsible for the day-to-day execution and reporting of workforce planning strategy through local workforce teams.

Perform other duties as required.

REQUIRED QUALIFICATIONS:

Skills / Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to analyze and interpret data

Ability to communicate verbally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel, including presentation skills

Ability to manage work flow, improve overall company effectiveness and productivity

Ability to positively influence and persuade

Ability to prioritize and organize effectively

Ability to work independently

Advanced-products and services implementations skills

Demonstrated project management skills

Effective analytical PC skills

Strong knowledge of cable operations, customer care methods and new technologies

PREFERRED QUALIFICIATIONS:

Cable/Internet/Mobile customer service/call center experience 7+ years

Supervisory/leadership experience 5+ years

REQUIRED EDUCATION:

Bachelor's degree in Business Administration or related field, or equivalent experience

WORKING CONDITIONS:

Office environment - Onsite; full-time

Exposure to moderate noise level

Hours: 2nd shift hours - on call availability

SPECTRUM CONNECTS YOU TO MORE

• Tools + Tech: Work with innovative, customer service technology and information systems
• Supportive Teams: Learn from managers and work with team-oriented colleagues who want you to grow and succeed
• Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Total Rewards: Our comprehensive benefits are among the best in the industry

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