Team Development Supervisor
Wideopenwest

Job Info

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For remote positions, employees can sit in one of the following states: AL, AZ, CO, FL, GA, IL, IN, KY, MI, OH, SC, TN and TX. Please only apply if you are able to live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.

The Supervisor of Team Development coaches, directs, coordinates, and oversees customer care activities. This includes the establishment/installation of internet, cable, and telephone service, maintenance of those services, and the support of specialized team assignments by ensuring that the highest level of customer experience is provided. This position provides coaching to improve performance and develop front line team members.

What you'll do:

• Ensure that all representatives are properly trained/coached in providing an excellent customer experience. Provides ongoing coaching as necessary.
• Provides continuous coaching to employees on all aspects of their performance, including 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, performance management, 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 that 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, including special project assignments and support for specialized programs assigned to the team

What we're looking for:

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 is 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 GSuite and Microsoft Office

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but don't check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

#LI-remote

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

This job has expired.