Sup, Digital Support
Responsible for coaching, development, and supervision of a team of Digital Sales Support Specialists. The Supervisor is responsible for driving success by overseeing sales opportunities for newly acquired and existing customers via various modes of communication. Accountable for meeting and exceeding established objectives while ensuring adherence to policies and procedures.
Actively and consistently support all efforts to simplify and enhance the customer experience.
- Professional and highly motivated with strong task management and developmental experience in a fast-paced Call Center environment.
- Oversee all daily activities of the Digital Support Team. Lead and guide the team in the attainment of performance, quality metrics and adherence to company policies and procedures. Monitor calls and performance stats and provide individual feedback. Motivate, coach and mentor Digital Support Representatives. Plan and lead team meetings. Create, deliver, implement, and manage individual Performance Improvement plans (PIPs) and Corrective Action Plans (CARs). Develop and maintain a positive culture.
- Train and evaluate departmental personnel to comply with set standards in providing customer service and performance goal attainment. Provide guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provide instruction on troubleshooting techniques including escalation procedures to be used with business partners.
- Perform all staffing-related activities including recruiting, hiring, on-boarding, goal setting, monitoring, measuring, and coaching performance. Conduct regular performance reviews.
- Perform multiple administrative duties: Manage employee work schedule adherence. Review and approve time-off requests and timesheets. Review, reconcile, and approve incentive reports.
- Manage pre and post sales activities to ensure proper order entry to drive sales, completion, and accurate billing.
- Partner with sales business partners to receive and give feedback on trends in the business to ensure support expectations are met. Act as liaison for multiple groups including but not limited to Online Sales, Digital Partner, DSC, Field Operations, Provisioning Activation Center, Serviceability, and Service Recovery and Compliance.
- Partner with sales channels and coordinate front line user testing prior to process changes and launches.
- Management of all applicable ticketing systems to ensure effective support of all business functions.
- Track business impacting events and solutions.
- Minimize the escalation of customer complaints and work to retain lost sales.
- Accountable to meet specific sales metrics by conducting call observations, interpreting performance trends via multiple reports and coaching front-line agents for success.
- Generate reports for management as required.
- Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.
- Perform other duties as requested by management.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize, and multitask effectively
Ability to use personal computer & multiple software applications
Ability to supervise and motivate others
Ability to effectively present data in a comprehensive manner
Ability to work independently and in a group environment
Ability to effectively address/resolve customer complaints and issues
Ability to respond quickly to changing business needs
In-depth knowledge of all four lines of business to effectively coach to the sale of each product (TV, Internet, Voice, Mobile)
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of product information, packaging, pricing and current offers
Required Education
High School diploma or equivalent experience
Required Related Work Experience and Number of Years
Customer Service/Sales/Retention experience – 2-3 years
Supervisory experience – 1-2 years
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Knowledge of the cable/telephony industry - products and services
Preferred Education
1+ years post high school education preferred
Preferred Related Work Experience and Number of Years
Supervisory or leadership experience - 2+ years
WORKING CONDITIONS
Office environment
Flexible work schedule may be required
Occasional travel as required
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.
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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.
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.