(Louisville, KY) Call Center Supervisor - H.S.I Tier 2

Closing Date: February 9, 2011

Company:	Insight Communications Florence, KY
Job Location:	Louisville, KY (Jefferson County)
Employment Type:	Full Time
Department:	Call Center
Benefits:	Medical/Dental/Vision/401K w/match/FREE CABLE +More

Duties:

JOB DUTIES INCLUDE, BUT ARE NOT LIMITED TO:

• Under the direction of the assigned manager in large cable systems, the Customer Service Supervisor is responsible for the supervision performance of Tier 2 Technical Service Representatives (TSR’s) in all activities, including those which contribute to the acquisition, satisfaction and retention of customers.
• Recruits, interviews and recommends for hire technical service representative candidates
• Analyzes and monitors daily telephone activity to ensure compliance with performance standards
• Plans and organizes work flow
• Establishes and communicates goals that result in excellent customer satisfaction and achieving business objectives
• Trains, evaluates and counsels employees to help improve performance and productivity in customer service. Responsible for TSR’s meeting customer service standards.
• Assists in the handling of assigned administrative responsibilities.
• Assists in determining the resolution of all customer situations.
• Proficient in the use of computer hardware and software, and other equipment as required.
• Demonstrates and ensures compliance with The Customer Experience philosophy.
• Other functions that may be assigned.

Notice:

It is Insight’s policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation, disability or any protected category. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Insight will only consider applicants who meet the minimum qualifications of the job.

Qualifications:

QUALIFICATIONS:

• High school diploma or GED equivalent
• One to two year’s customer service experience (preferably in a call center)
• Previous supervisory experience required
• Ability to communicate effectively with company personnel, customers, business and professional people at all levels
• Knowledge of computer operations and Operating Systems such as Windows 95 - XP
• Ability to maintain records in a well-organized manner
• High Speed Data, Networking, computer and modem experience is helpful

We are a 24/7 Call Center - You must be a

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