Supv, Team Development

Wow! Newnan , GA 30264

Posted 3 weeks ago

Job Description:

Summary:

Coaches, directs, coordinates and oversees customer care activities of establishment to install, maintain, service, and repair internet, cable and telephone service by ensuring that the highest level of customer experience is provided. Provides coaching to improve performance and develop front line team members.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Ensure that all representatives are properly trained/coached in providing an excellent customer experience. Provides on going coaching as necessary.

  • Provides continuous coaching to employees on all aspects of their performance, to include all critical scorecard metrics.

  • As assigned develop and maintain reporting for local Customer Care, including analyzing data and reporting back with suggestions

  • As assigned manage reporting for monthly performance (PMS), monthly and quarterly awards, outlier's reports, seating updates, call tracker and any other reporting needs

  • Develops and implements appropriate recognition and rewards programs, for both individuals and the team

  • Through customer and employee feedback, identify and act upon opportunities which will positively impact the Care department and the company

  • Reviews customer calls, emails and other forms of contact to assist in identifying customer concerns and complaints as well as assisting and working towards an agreeable resolution

  • Participates in answering inbound customer calls in order to demonstrate customer experience techniques to their teams

  • Monitor customer contacts to ensure delivery of outstanding customer experiences

  • Ensure that all activation, service needs or concerns are handled in a quick and efficient manner according to company standards

  • Maintain open communication with all staff, including management, independent contractors, field and office personnel

  • Directly supervises the activities of customer care representatives. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

  • Performs other duties as assigned, to include special project assignments

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

  • Bachelor's degree from four year college or university; or two to three years related experience and/or training; or equivalent combination of both education and experience

Experience:

  • Must possess a positive, can do attitude that is focused on providing an excellent customer service experience

  • At least one year of customer service experience required, with prior call center experience in the cable industry a plus

  • Knowledge of WOW!'s processes and procedures is essential

  • Must possess excellent communication skills (both verbal and written), with proven effectiveness in both areas. Must be able to communicate effectively across all departments and at all levels of the organization

  • Must be able to analyze and proactively propose solutions to problems encountered daily in a fast-paced customer service environment. Must be able to identify and gather support to resolve issues, sometimes with tight time constraints

  • Must possess ability to work with mathematical concepts, as related to the requirements of the position (ie, understanding and analyzing metrics). Must possess ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

  • Ability to multi-task and function effectively and consistently in a fast-paced environment

Computer Skills:

  • Must possess excellent skill and knowledge related to in-house customer and employee support systems

  • Must be proficient in the use of Outlook, Word, Excel, and PowerPoint

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Must be able to perform computer functions and operate routine office equipment

  • Must be able to sit for extended periods of time

  • Must be able to travel to market locations on an occasional basis

  • Dependable attendance is required as an essential function of the job

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer


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Supv, Team Development

Wow!