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Supervisor, Customer Care

Time Warner Cable is currently seeking a Customer Care Supervisor for our Schenectady, NY call center. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives

Essential Job Functions:
•Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries. Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department Monitors the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs Ensures productivity and department service levels standards are met.

Preferred Qualifications:
•High school diploma or equivalent experience required.
•6 plus months leading and/or coaching experience in a high-volume call center is requisite required.
•Telecommunication experience preferred.
•Excellent communication skills, written and oral, including the ability to interact with all levels of management, staff and the public required.
•Candidate must possess strong leadership qualities including the ability to effectively motivate employees.

Physical Demands:
Will spend 80% of the time “walking the floor” through out the call center handling escalated customer issues. Must have strong communication skills for telephone and in-person contact. Requires sitting, standing for long periods of time, typing, data entry and reading on a computer.

Job Requirements:
The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

•Regularly required to talk and hear while communicating face-to-face, by telephone and via written correspondence;

•Required to use hand to type on a computer keyboard, handle objects and paperwork; Frequently required to sit, stand and bend at the knee and waist and walk;

•Required to reach and hold on to items at chest level or reach above the shoulder;

•Required to use close vision to read and be able to focus.

•Works primarily indoors throughout the year;

•Will require occasional travel, using personal vehicle, to attend work related meetings and training sessions.

•Must be available to work extended hours as needed.