AT A GLANCEIf you are a leader who wants to influence culture, drive results, support employee growth, and enhance your leadership capabilities, then Spectrum Mobile is the place for you. We continue to grow and expand employment opportunities in the community we serve. As the fastest-growing mobile provider, our new call center will be located inAmherst, NYand will provide activation and support to our expanding customer base. We are building our team from the ground up and you are going to want to be a part of this incredible leadership opportunity.
Work Schedule: Shift end times no later than 9:00 pm and at least 1 weekend shift required.
JOB SUMMARY
This position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service.

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 representatives utilizing supervisory skills including, but not limited to, time management, planning, and communication and coaching skills.
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
• Assist team with escalated customer issues.
• Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
• Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.
• Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed
• Ensure Kronos payroll system is properly accounted for and accurately updated for team.
• Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
• Performs other duties as requested by management.

REQUIRED QUALIFICATIONSRequired 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
Must be patient, flexible, dependable and have an outstanding attendance record
Experience with customer relations, communications and sales skills
Required Education
High School diploma with some college course work in business or related field; or equivalent experience
Required Related Work Experience and Number of Years
Customer service/call center experience - 5-7PREFERRED QUALIFICATIONSPreferred Related Work Experience and Number of Years
Supervisory or lead experience (preferably of a team of 10 or more people) - 1 WORKING CONDITIONSOffice environment
Exposure to moderate noise level
Hours may vary