Chat Customer Service Manager
Location: El Paso
Posted on: January 25, 2023
This position is within our chat contact center that operates
24/7, which requires flexibility with scheduling.
This position is responsible for the coaching and development of a
team of supervisors in a fast-paced, dynamic chat center
environment. The manager is accountable for meeting and exceeding
departmental and chat center goals. This position is responsible
for the management of chat agents including all activities that
contribute to ensuring customers receive the best service
MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in
customer service through quality, commitment, courtesy and
Actively and consistently support all efforts to simplify and
enhance the customer and employee experience.
Effectively lead a team of supervisors utilizing management skills
including, but not limited to, time management, financial
management, planning, communication, delegation and organizational
Monitor individual and team performance to ensure performance and
quality standards are met or exceeded.
Manage chat center floor activity including monitoring staffing
levels, efficiency and service levels and outages/service
Escalate rep and customer impacting issues appropriately.
Ensures departmental standards regarding customer experience are
met by regularly monitoring chats and performance metrics to
provide feedback or coaching.
Ensure all Supervisors and Chat Center Reps are trained on an
Provide regular reporting of key performance initiatives to the
site leader of the Chat Center Operations.
Hire, evaluate, coach and counsel employees in the performance of
Establish and maintain interdepartmental relationships and
communications to ensure alignment on all business initiatives and
desktop tool effectiveness.
Develop staff to be more effective in their roles by providing
ongoing coaching, performance reviews and on-the-job training.
Make decisions and implement change to improve processes and
customer experiences utilizing root cause analysis and data
Facilitate open communications between representatives,
supervisors, peers, departments, systems and region.
Ensure all chat center operational tools are effective on an
ongoing basis, including desktop configurations, chat
routing/handling, CSG (ACSR) access, etc.
Develop and interpret internal reporting to effectively manage the
Lead projects utilizing effective project management skills.
Motivate and inspire others to action utilizing effective
leadership skills including problem solving, team development.
Manage department personnel issues including performance reviews,
counseling and progressive disciplinary actions as needed.
Perform other duties as requested by management
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
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
Knowledge of applicable products and services
Knowledge of general accounting and billing procedures
Good vision, including peripheral, and ability to adjust focus
Bachelor's degree in business or related field (MBA preferred); or
Related Work Experience Number of Years
Customer service/chat center experience 7-10
Supervisory/management experience 5+
Exposure to moderate noise level
Travel may be required
Hours may vary
Charter Communications is an Equal Opportunity Employer -
Keywords: SPECTRUM, El Paso , Chat Customer Service Manager, Executive , El Paso, Texas
Didn't find what you're looking for? Search again!