Articles about Spectrum

Supervise and coach retention agents to meet weekly/monthly save goals, monitor calls, analyze performance data, manage call-handling metrics, process orders in the billing system, and recommend retention offers and business rules to improve customer retention and upsell video, internet, and phone services.

Supervise Employee Services Center representatives, provide Tier 2 escalation support, ensure SLA and service quality adherence, analyze metrics for compliance and process improvements, maintain HR program expertise, manage data integrity across systems, deliver status reports, and support training, scheduling, and documentation.

Lead and manage a team of Client Services Representatives supporting enterprise customers. Recruit, coach, enforce performance standards, oversee escalations and SLAs, collaborate with Sales and other teams on projects, act as SME on policies/products, identify process gaps, and coach account planning and presentation skills.