Manager, Customer Service
 Charter Communications | |||||||||||
 United States, Washington, Vancouver | |||||||||||
 Apr 29, 2025 | |||||||||||
Actively and consistently support all efforts to simplify and enhance the customer experience. 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 interruptions. 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 initiatives 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 effectiveness. Develop staff to be more effective in their roles by providing ongoing coaching, performance reviews 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, 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
CCS530 2025-52461 2025 Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life. A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. The base pay for this position generally is between $77,969.00 and $120,000.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you're joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. | |||||||||||