Mgr, Offline Customer Support

MAJOR FUNCTION
The Offline Support Team is responsible for the research and resolution of complicated customer billing issues, i.e. Returned invoices and reviewing invoices for accurate billing codes. This position will provide leadership to the Offline Customer Support (OCS) team, by providing coaching and development of OCS Supervisors, developing efficiencies in the department, and collaborating with cross functional teams to find solutions that minimize errors and impact to the organization and/or customers.
ESSENTIAL RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Coach and develop OCS Supervisors to effectively lead the Offline Customer Support team and related functions.
Set targets for Specialists' performance, communicate goals that align with SLA's, and conduct regular assessments of the team's performance.
Schedule and organize shift patterns for team members to ensure that the work is done effectively and efficiently with the least impact to customers.
Maintain thorough knowledge and understanding of all the organization's products, services, procedures and guidelines and communicate same to all team members.
Foster a culture of consistency, accountability and continuous improvement, while maintaining a commitment to employee development.
Prepare forecasts and budgets for the organization.
Responsible for monitoring Offline Customer Support agents via monitoring and audits to ensure accuracy, quality, efficiency and SLA compliance.
Facilitate and organize training sessions for Specialists and participate in recruitment of new employees.
Prepare and submit regular reports to management and recommendations for new ideas and strategies to improve performance of the team.
Conduct root cause analysis of trends and identify variations in task trends to aid in process improvement and appropriate remedies.
Build relationships with all departments to provide a positive customer experience
Build awareness of both Charter and industry best practices, and Champion the adoption of tools and processes that align with process standards and best practices.
Provide advice and assistance in the planning, implementation and evaluation as requested for projects that support and promote the advancement of the employees, the department and the organization, while driving positive employee morale.
All other duties as assigned
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work in fast-paced environment while maintaining a high level of employee morale
Excellent planning and organization skills with ability to implement/track and deliver on goals/metrics
Ability to collaborate and drive results in a matrix-management environment
Ability to successfully utilize Microsoft Products
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to multi-task
Ability to effectively communicate opportunities found as a result of analysis to the operations
Strong business planning and forecasting skills
Ability to effectively manage large and complex teams and projects
Required Education
Bachelor's degree in Management, Business Administration, or other related field or equivalent work experience
Related Work Experience Number of Years
High volume transaction based environment 5
Leadership experience 5
Cable industry experience 2
CSU530 2025-48976 2025
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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