Director Customer Service Operations

Spectrum Rochester , MN 55905

Posted 3 months ago

JOB SUMMARY

This position is responsible for the execution of all operational aspects of Customer Service and support. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Charter's Customer Service centers.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer and employee experience.

Assist Call Center Vice President in attaining operational objectives by supplying relevant analysis of operation performance data as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives.

Serve as a Customer Service focal point for planning and implementation of customer service operations within Charter to improve customer satisfaction in all customer interactions

Oversee coordination of staff schedules in accordance with staffing objectives to ensure achievement of operational objectives.

Participate in the design and implementation of policies and procedures across multiple functions within call center operations.

Direct the efforts of local technology support resources in support of hardware/software maintenance and ensure change management activities minimize conflict with peak customer activity periods.

Coordinate call center new hire training efforts with HR and Training teams in accordance to the operational budget and forecast.

Ensure customers receive the best customer service possible.

Manage top priority customer issues through to resolution and identify improvement opportunities.

Develop and manage call center communications by employing multiple vehicles to ensure employee understanding and compliance.

Oversee and direct customer service operations to ensure that customer complaints are handled fairly and effectively.

Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.

Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.

Oversee the maintenance of the facilities personnel to ensure a professional & safe work environment.

Maintain documented facilities readiness plan and implement remediation actions to ensure compliance with corporate requirements.

Responsible for the day-to-day execution and reporting of workforce planning strategy through local workforce teams.

Perform other duties as required.

REQUIRED QUALIFICATIONS

Skills / Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to analyze and interpret data

Ability to communicate verbally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel, including presentation skills

Ability to manage work flow, improve overall company effectiveness and productivity

Ability to positively influence and persuade

Ability to prioritize and organize effectively

Ability to work independently

Advanced-products and services implementations skills

Demonstrated project management skills

Effective analytical PC skills

Strong knowledge of cable operations, customer care methods and new technologies

Education

Bachelor's degree in business or related field (MBA preferred); or equivalent experience

Related Work Experience Number of Years

Cable customer service/call center experience 12+

Senior management/leadership experience 7+

WORKING CONDITIONS

Office environment

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13540 - Minnesota Business Unit: Customer Operations


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Director Customer Service Operations

Spectrum