

As a Call Center Supervisor in the Customer Care department of Time Warner Cable my responsibilities were to coach agents in the call center on optimal methods for troubleshooting and customer interaction while maintaining friendly and courteous, yet professional interactions with my agents. statistical analysis in determining what behaviors were negatively impacting customer interactions with agents. De-escalation of upset customers often times with recurring issues and following up to ensure complete customer satisfaction.
Managing attendance and payroll including adjustments to paid time off, vacation, sick and other various forms of pay, Ensuring that agents were at work regularly and on time, and following poor attendance patterns with counseling and documentation.
Meeting with other supervisors and managers from other departments and divisions to ensure that communications and training are effective and consistent to maintain standard procedures and methods company wide.
Real-Time decision making and problem solving when speaking with both agents and customers in order to ensure that issues and concerns are handled properly and quickly.
Group training to ensure that agents have an opportunity to benefit from the questions that they don't ask and the input of the rest of the group. Group training gave many agents the ability to interact with their peers and with leadership to make sure that what they were doing was the best possibly option to resolve the issue, no two minds think exactly alike and for that reason the group feedback often led to changes in processes that would ensure better call control and enable agents to resolve issues more quickly or effectively.
Last Resume Update | October 14, 2014 |
Address | Cambridge, Ohio |
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Spanish Speaking? | No |
Willing to Relocate? | No |
Years Experience | 5 |