Supervisor Regional Support Center

Spectrum Billings , MT 59101

Posted 7 months ago

JOB SUMMARY

Supervises large RSC department. Responsible for ensuring the RSC department maintains effective daily communications between the customer and technicians. Ensures staff relays and records information to field personnel via radio, telephone or other form of communications. Manages and coordinates technical workforce job completion, customer complaint resolution and oversees improvement in customer satisfaction and technician satisfaction. Works daily with customer service, ROC and technical operations teams to increase efficiencies to reduce customer service problems. Subject matter expert on dynamic dispatch process and all mobile workforce applications. Proactively assists employees in the department.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Ensures RSC personnel are effectively liaising between the technical group and customer care by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Field Technicians.

Communicates with Technical Managers and Customer Care Managers as needed to maximize efficiencies and resolve issues.

Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the RSC.

Monitors pools to ensure that all service calls are being managed and completed in a timely manner.

Monitors real time call flow, inbound RSC personnel availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.

Monitors RSC calls for quality assurance and coaches for improvement when training, process or attitude issues are identified.

Daily monitoring of quota statistics.

Oversees quota management. Maintains focuses on pending activity to provide a quality experience for customers.

Develops and delivers daily, weekly and monthly analysis of data related to quota activity and field productivity for operational management personnel.

Participates and contributes to company initiatives regarding service delivery and fulfillment activities.

Participates in labor forecasting.

Oversees training for newly hired and ongoing training for RSC personnel; instructs, assists and coaches employees as necessary.

Hires, trains and evaluates RSC personnel; oversees scheduling of workloads.

Performs periodic review of service pool for problems and communicates findings.

Provides leadership and direction to the RSC team; coaching, counseling, training, and feedback in a timely manner to ensure employee performance improvement and development.

Researches requests for priority work, determines needs and takes appropriate action within established policy guidelines.

Records customer service calls into computer to provide accurate customer service history in each customer account and record of service calls.

Completes work order summary reports and other record keeping schedules.

Performs other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Phone etiquette skills a must

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

Ability to prioritize and organize effectively

Ability to supervise and motivate others

Ability to effectively coach to peak performance

Ability to effectively delegate tasks and follow up to insure successful completion

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing software, etc.)

Knowledge of cable television products and services

Knowledge of dispatching functions through use of a telephone, pagers, and mobile radio

Experience utilizing automated workforce Management tools

Preferred knowledge of the geographical areas to be serviced

Mature judgment and the ability to direct efficiently the activities of a centralized dispatch function

Proven track record of developing staff and maintaining a high standard of employee relations

Demonstrated strong knowledge of software applications such as:

  • WorkAssure, including Tech Director, Tech Calendar, and Tech Router

  • SageQuest

  • Avaya/Aspect or approved applications

  • Billing system applications

  • RIO

  • Unified

  • PeakView (PointView, OutageView, ScheduleView)

Requires adherence to Spectrum Code of Business Conduct

Position must assist in maintaining the confidentiality of customer and business data at all times

Education

Associate's degree or equivalent experience

NCTI Customer Service Course or equivalent

NCTI System Overview or equivalent

NCTI Technology for non-technical personnel or equivalent

SCTE Certification preferred

Related Work Experience Number of Years

Dispatch or Customer Service or equivalent experience 4+

Workforce Administration or equivalent experience 3+

WORKING CONDITIONS

Office environment

Exposure to moderate noise levels


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Supervisor Regional Support Center

Spectrum