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Director, Customer Support, Call Center at Spectrum

Posted in Other 30+ days ago.

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Type: Full Time
Location: Riverview, Florida





Job Description:

JOB SUMMARY
This position is responsible for the execution of all operational aspects of Offline Customer Support. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of the Offline Customer Support centers.

MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer and employee experience.

Assist Offline Customer Support 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.

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 Offline Customer Support.

Review, assess and make recommendations on processes to drive efficiency and effectiveness.

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 Offline Customer Support 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 Offline Customer Support communications by employing multiple vehicles to ensure employee understanding and compliance.

Oversee and direct Offline Customer Support operations to ensure that customer complaints are handled fairly and effectively.

Oversee the execution of the training program and personnel to ensure technical and soft skills of the Offline Customer Support specialists are up to date.

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

Maintain documented contingency 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 10+ Years - Relevant technical or business work experience
7+ Years - Leadership experience
7+ Years - Cable industry experience
7+ Years - Call Center management experience

WORKING CONDITIONS Office environment
Travel as required

The Spectrum brand is 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, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.