Job Details

Client Reference Code: 2025-51207

The Corporate Customer Escalations Department (CCED) serves as the primary fulfillment group for all Corporate Escalations, including sources such as Executive, Government Agency, Regulatory, Legal and Media. The role of the CCED Supervisor is to coach and develop the direct reports who provide corporate escalations management support. This position will be responsible for the operational effectiveness of the corporate escalations management program and the supervision of team members to optimize their performance and potential. The CCED Supervisor will be accountable for ensuring the success of the team for all key performance deliverables. Key attributes include optimism, creativity, diplomacy, decisiveness and confidentiality. Ability to identify and address business needs from a customer perspective is essential. This individual will interface with the Executive team both verbally and in written form. This individual will also work with the leadership teams across the enterprise in partnering to resolve escalations. This position reports directly to the Corporate Escalations Manager.

MAJOR DUTIES AND RESPONSIBILITIES

• Responsible for all aspects of operational execution, ensuring that key performance metrics are monitored, work is delegated efficiently and that the leadership team is kept informed of intraday trends.
• Utilize business communication skills to professionally discuss concerns with customers, various company business units and executive and senior management.
• Accountable for timely handling and resolution of customer escalations with specific consideration for achieving Agency and Executive SLA timelines.
• Maintain proper staffing, task delegation and workflow to ensure reliability, accuracy and timeliness of the group's work product.
• Coach and develop direct reports to optimize individual and team performance and career progression.
• Develop and execute motivation, recognition and engagement efforts to maximize employee satisfaction.
• Serves as a knowledgeable resource and engages in positive interactions with employees and customers.
• Identify improvements, best practices and performance trends from research, interaction reviews and issue analysis efforts that will support escalation management strategic objectives.
• Administer performance improvement plans, performance reviews and provide motivational direction/guidance in an effort to maintain departmental focus on goals.
• Conduct applicant screening, interviewing, and candidate selection.
• Perform quality assurance assessments to measure accuracy and compliance.
• Handle administrative support of team, including but not limited to approving timesheets, commissions, preparing and reviewing scorecards, approving vacation requests, and other employee benefit time etc.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Proven knowledge of Microsoft Office applications (Word, Excel, and PowerPoint).
• Proficient understanding of Charter products and services.
• Proven track record in customer relations.
• Proven problem solving, negotiation and decision-making skills.
• Proven organizational, public relations and human relations skills.
• Must be able to navigate seamlessly among multiple customer service tools.
• Must be able to lead in highly active, changing environment.
• Ability to handle emotionally difficult situations with professionalism and maturity.
• Proven customer service track record with strong leadership abilities.
• Excellent verbal and written communication skills.
• Awareness of industry dynamics and competitive landscape.
• Excellent time management skills, with demonstrated ability to prioritize.
• Ability to prepare, analyze, trend and present departmental reports.
• Ability to effectively implement tactical business improvements to meet immediate, short-term and long-term deadlines and performance objectives.
• Ability to maintain impartiality, remain objective and possess strong judgment, negotiations and diplomacy skills.
• Ability to create and sustain an optimistic, engaging and motivating work environment.

Education: Bachelor's degree or equivalent industry experience required

Related Work Experience Number of Years

• Cable Operations experience 5+
• Leadership 1-2
• Call Center Experience 3+

WORKING CONDITIONS

Call center environment with extensive computer and phone use required.

Potential to exceed normal business hours when needs arise.

On-Call rotation required