Supervises large RSC department. Responsible for ensuring the RSC department maintains effective daily communications between the customer and technicians. Ensures staff relays and records information to field personnel via radio, telephone or other form of communications. Manages and coordinates technical workforce job completion, customer complaint resolution and oversees improvement in customer satisfaction and technician satisfaction. Works daily with customer service, ROC and technical operations teams to increase efficiencies to reduce customer service problems. Subject matter expert on dynamic dispatch process and all mobile workforce applications. Proactively assists employees in the department.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Ensures RSC personnel are effectively liaising between the technical group and customer care by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Field Technicians.
Communicates with Technical Managers and Customer Care Managers as needed to maximize efficiencies and resolve issues.
Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the RSC.
Monitors pools to ensure that all service calls are being managed and completed in a timely manner.
Monitors real time call flow, inbound RSC personnel availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
Monitors RSC calls for quality assurance and coaches for improvement when training, process or attitude issues are identified.
Daily monitoring of quota statistics.
Oversees quota management. Maintains focuses on pending activity to provide a quality experience for customers.
Develops and delivers daily, weekly and monthly analysis of data related to quota activity and field productivity for operational management personnel.
Participates and contributes to company initiatives regarding service delivery and fulfillment activities.
Participates in labor forecasting.
Oversees training for newly hired and ongoing training for RSC personnel; instructs, assists and coaches employees as necessary.
Hires, trains and evaluates RSC personnel; oversees scheduling of workloads.
Performs periodic review of service pool for problems and communicates findings.
Provides leadership and direction to the RSC team; coaching, counseling, training, and feedback in a timely manner to ensure employee performance improvement and development.
Researches requests for priority work, determines needs and takes appropriate action within established policy guidelines.
Records customer service calls into computer to provide accurate customer service history in each customer account and record of service calls.
Completes work order summary reports and other record keeping schedules.
Performs other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Phone etiquette skills a must
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to effectively coach to peak performance
Ability to effectively delegate tasks and follow up to insure successful completion
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing software, etc.)
Knowledge of cable television products and services
Knowledge of dispatching functions through use of a telephone, pagers, and mobile radio
Experience utilizing automated workforce Management tools
Preferred knowledge of the geographical areas to be serviced
Mature judgment and the ability to direct efficiently the activities of a centralized dispatch function
Proven track record of developing staff and maintaining a high standard of employee relations
Demonstrated strong knowledge of software applications such as:
WorkAssure, including Tech Director, Tech Calendar, and Tech Router
Avaya/Aspect or approved applications
Billing system applications
PeakView (PointView, OutageView, ScheduleView)
Requires adherence to Spectrum Code of Business Conduct
Position must assist in maintaining the confidentiality of customer and business data at all times
Associate's degree or equivalent experience
NCTI Customer Service Course or equivalent
NCTI System Overview or equivalent
NCTI Technology for non-technical personnel or equivalent
SCTE Certification preferred
Related Work Experience Number of Years
Dispatch or Customer Service or equivalent experience 4+
Workforce Administration or equivalent experience 3+
Exposure to moderate noise levels