Supervisor, Customer Service; Bilingual

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

This position is responsible for the coaching and development of a team of call center representatives in a fast‑paced, dynamic call center environment. The supervisor leads and provides feedback to assistance representatives in achieving key measures of success, ensuring that customers receive effortless and world‑class service.

• Contribute to the company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
• Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
• Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
• Assist team with escalated customer issues.
• Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
• Develop staff to be more effective in their roles by providing on‑going coaching and on‑the‑job training.
• Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
• Ensure Kronos payroll system is properly accounted for and accurately updated for team.
• Motivate and inspire others to action utilizing effective leadership skills including problem solving and team development.
• Perform other duties as requested by management.

• Ability to read, write, speak and understand English & Spanish
• 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 straightforward manner
• Ability to prioritize and organize effectively
• Ability to supervise and motivate others
• Ability to use personal computer and software applications (e.g., word processing, spreadsheet, cable billing system, etc.)
• Ability to manage projects
• Knowledge of all functions and related tasks in the area of customer relations
• Knowledge of applicable products and services
• Knowledge of general accounting and billing procedures
• Good vision, including peripheral, and ability to adjust focus
• Must be patient, flexible, dependable and have an outstanding attendance record

• High School diploma with some college coursework in business or related field; or equivalent experience
• Experience with customer relations, communications and sales skills

• Customer service/call center experience – 5‑7 years
• Bilingual (English/Spanish)

• Bachelor’s Degree preferred
• Supervisory or leadership experience (preferably of a team of 10 or more people) – 3+ years
• Current/Previous experience in Cable/High speed Data services and/or experience in the Telecommunications industry preferred

• Office environment
• Exposure to moderate noise level
• Shifts/Hours may vary

Here, our employees don’t just have jobs – they’re building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well‑being at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.