Quality Lead - Deland

Bright House Networks

(DeLand, Florida)
Full Time
Job Posting Details
About Bright House Networks
Bright House Networks is the sixth largest owner and operator of cable systems in the U.S. and the second largest in Florida, with technologically advanced systems located in five states including Florida, Alabama, Indiana, Michigan and California.
Summary
This position will require the Quality Lead to assist the Call Center agents exceed the objectives of their role by providing feedback on errors, facilitating informational huddles pertaining to process/procedural changes, and guidance in order entry. The Quality Lead will focus on assisting call center agents with everyday tasks, including but not limited to, handling escalated calls, providing customer callbacks, assisting with work order entry questions, assisting with complex Billing inquiries and assistance with installation/service related customer inquiries. The Quality Lead will function as a valuable resource for product information, procedural guidelines and have a consistent commitment to superior Customer Service and Sales.
Responsibilities
Quality Leads interface with existing and potential customers (Escalations), Field Operations, Voice Operations, Event Management, various Contact Center Leadership teams and Contact Center agents. This position reports directly to the Customer Operations Supervisor. - Practicing and ensuring compliance with all of the organization’s policies and procedures. - Review error reports, looking for efficiencies, providing clarification and conducting associated huddles, as needed, in an effort to reinforce existing processes and policies. - Provides creative solutions to complex customer inquiries (Escalations). - Provides our agents with assistance in installation/service related scenarios, complex billing inquiries, disputed equipment research, etc. - Provide external Customer support by accepting escalated calls from agents if needed. - Acts as an information source in answering agents’ questions via chat, side-by-side coaching or floor support. - Support supervisory team’s initiatives, by fostering process awareness through support and training to ensure that our agents apply the best skills and knowledge on the job. - Provide support for activities centered around Agent morale such as compliment programs and incentives. - Support Supervisor Team meetings - Assist in supervisory operational process improvement programs and assist in identifying outliers and trending. - Other duties as assigned
Ideal Candidate
**Required Skills** - Bilingual skills highly desirable - Strong Knowledge of Bright House Networks Customer Care Process and Procedural Guidelines - Ability to demonstrate strong, creative problem solving ability - Ability to inspire and support people - Good people and interpersonal skills to build effective relationships with all levels of professionals. - Excellent Customer Service skills - Adaptability - Good Judgment Skills - Excellent verbal & written communication skills - Ability to work in a team environment - Initiative - Analytical - Awareness of industry dynamics - Excellent time management skills, with demonstrated ability to prioritize - Schedule Flexibility **Working Knowledge Of:** - Bright House Networks products, services and procedures - Home Phone, High Speed Internet, and Cable TV configurations - Microsoft Office Suite - Billing System **Basic Knowledge Of:** - Various email clients and Internet browsers - Innovative home entertainment technologies **Required Experience** *Education and Qualifications* - High school diploma or equivalent is required - College Degree or equivalent work experience is preferred - Strong Knowledge of Bright House Networks Customer Care Process and Procedural Guidelines preferred - Minimum 5 years’ experience in Call Center/Help Desk environment is desired *Work Experience* - Demonstrated experience in teaching, training and/or public speaking. - 1-2 years call center supervisory/training/quality assurance experience, preferably in a customer care, sales call center or Hospitality environment. - Proven results in Performance Management and Employee Development.
Compensation and Working Conditions

Working Conditions

Sitting for long periods of time,Communicating in person, or by telephone.Typing and reading on the computer,May lift up to 20 pounds.

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