JOB SUMMARY
Position responsible for providing leadership and day-to-day oversight for the Customer Service operations in Residential Internet/Voice call center operations including but not limited to customer satisfaction; enhancing the customer experience; managing call center financial budget and forecast; and leading workforce management, IT, human resources, facilities, training and operations teams within the above functional areas. This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
With direction from the Senior Vice President, provide leadership and oversight to the above-mentioned multi-functional areas to establish consistency, standardization and alignment.
Bridge and provide data and analysis on key performance and financial performance for the call centers.
Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation monthly for review by leaders.
Provide communication and key updates to site leadership on changes and priority issues as needed.
Work closely with all Customer Operations and other Charter functions (i.e. Field Operations, etc) to ensure initiatives and projects are well represented. Collaborate with site leadership to ensure they are executed successfully.
Consolidate long term staffing planning and hiring results. Oversee hiring and staffing results for call centers based on workforce capacity and schedule adherence requirements.
Assess and monitor suite of desktop tools for effectiveness and reliability. Work closely with development teams on needed enhancements and/or bug/problem fixes.
Serve as point on executive escalations working with local teams to ensure proper investigation, timely resolution and follow-up. Implement tracking of root cause trending and dissemination of this information to key members of leadership for corrective planning purposes.
Participate in overall facilities planning process specific to site expansion, consolidation, moves, etc.
Assist in the preparation and management of capital budget, operating budget, and expense management for assigned areas.
Provide general project management support for multi-functional areas mentioned.
Perform other related duties, as assigned
OTHER DUTIES AND RESPONSIBILITIES
Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets.
Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.
Ability to support in delivery against long and short term objectives – Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals
Customer communication decision making
Call routing/customer handling strategies
Resource allocations
Work cross functionally with other Customer Operations teams including Shared Service, Billing & Collections, Business Planning and Human Resources.
PREFERRED QUALIFICATIONS
General Skills / Abilities and Knowledge
Strong customer focus and proven customer advocacy
Proven success in Call Center management experience – proficiency in utilizing technology (workforce productivity software)
Knowledge of key elements that comprise the end-to-end customer experience
Excellent communication skills – written, verbal and interpersonal communication skills across all levels of the organization
Experience in analyzing data, creating and managing call center financial budgets, developing strategies/processes and implementing applications required
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to prioritize and organize effectively
Mature judgment and individual initiative
Ability to lead and motivate others
Proven track record of developing staff and maintaining a high standard of employee relations
Ability to use personal computer and software
Knowledge of broadband products and services
Education
Bachelor’s degree or equivalent in experience required. Master’s degree preferred.
Work Experience
10+ years – call center management, large operations and service focused environment.
Related Work Experience
10+ Years Cable Industry Leadership Experience Preferred
10+ Years General Management Experience
10+ Years Customer Care Call Center Experience
6+ Years Call Center Leadership Experience
WORKING CONDITIONS
Office environment
Travel required (up to 60%)
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