Supervisor Phone Operations Call Center (Bi lingual Spanish)

Cablevision Systems Corporation (NYSE: CVC) is one of the nation's leading media and telecommunications companies. Its cable television operations provide a full suite of advanced communications services that include iO TV digital television, Optimum Online high speed Internet, and Optimum Voice digital voice, all over state of the art cable systems that pass nearly 6 million households and businesses across the New York tri state area and throughout four Western states. Cablevision's telecommunications properties also include its Optimum WiFi wireless Internet, and its Optimum Lightpath integrated business communications solutions. Cablevision serves the New York area with compelling local content through News 12 Networks, a local news leader; MSG Varsity, a suite of television and online services covering high school activities; and, Newsday Media Group, a business unit that includes Newsday, Long Island's leading daily newspaper, and amNewYork, the nation's most widely circulated free daily serving New York City. The company also owns and operates Clearview Cinemas throughout the New York tri state area including the famed Ziegfeld Theatre, a frequent and historic venue for film premieres and events. This position monitors performance of a team and provides feedback to ensure that call center and customer satisfaction goals are met. Reviews and analyzes reports regarding teams performance including productivity, quality, sales and adherence performance. Helps identify training needs and workload requirements with available resources to maximize customer satisfaction. Provides guidance to CSRs/ASRs/Leads in the resolution of difficult customer questions and/or problems. Conducts remote and desk side monitoring in accordance with company policy to ensure quality service and customer satisfaction goals. Responsible for handling escalated calls and identifying process breaks related to advanced troubleshooting, order entry, customer credit audits/approvals and billing inquiries all to ensure positive resolution. Communicates and develops relationships with other Cablevision entities and departments i.e., Billing and Collections, Field Services, Network Management, Dispatch, Product Management and Marketing, Sales, Human Resources, Staffing, Security, etc. Provides information to be used in detailed reports compiling CSRs/ASRs/Lead performance and activities on a daily, weekly, and monthly basis. Proposes changes to call center activities as necessary. Assists in the adherence of policies and procedures to ensure that established Federal, State and Company call center standards are followed so that customer satisfaction and retention goals are met. Demonstrates advanced proficiency in Video and an understanding of the following products/services: Internet Residential Telephone/VoIP Digital Set Top Box Any future product/service that may be introduced. Ensure an effective and consistent communication process is maintained throughout the department and that employees actively and freely participate in that process so employees are knowledgeable about product information and call center initiatives effectively deploying desktop tools. Participates in special projects and performs other duties as assigned.