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Manager, Customer Care (Call Center) at Cox Communications, Inc.

Posted in Other 30+ days ago.

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Type: Full Time
Location: Phoenix, Arizona





Job Description:

Role
Summary

Leads
assigned Account Services teams to fulfill company strategies, practices and
procedures for serving, solving and selling. Manages daily operations and
executes plans to drive excellence the customer experience, maintain high
performance standards, achieve revenue goals and ensure compliance and with all
policies, procedures and business directives.

Primary Responsibilities and
Essential Functions

Implements a customer care culture in which employees serve, solve
and sell in a way that supports Customer Care and Cox strategies and reinforces
the Cox culture. Serves as a role model for the Customer Care team in all
aspects of the business. Creates a positive work environment that focuses on
team success, diversity and inclusion.
Hires Customer Care Supervisors and builds a Customer Care team
that has the ability and resources to achieve customer loyalty, revenue and
operational efficiency goals
Coaches, develops and manages the performance of Customer Care
Supervisors and takes action to ensure all employees are coached, developed and
motivated to achieve results.
Develops and implements processes and practices to ensure all
representatives are coached, developed, recognized and motivated to achieve
performance goals.
Monitors information and gathers feedback to identify front line
training needs and partners with appropriate colleagues to implement
appropriate training.
Implements policies and practices to ensure employee engagement is
high.
Ensures full compliance with Human Resources standards in the
areas of selection, disciplinary action, performance evaluation, diversity and
promotions.
Contributes to and supports the development and implementation of
Customer Care strategies and tactics.
Collaborates with other Customer Care leaders and/or independently
sets performance goals based on center goals.
Provides input to ensure that center specific customer experience
and revenue metrics are met. Analyzes phone data, budgets appropriate staffing
levels, and makes daily operational decisions to meet fluctuating volume
requirements.
Participates and serves as the point person for the Care Center on
project teams to coordinate and prepare for initiatives being rolled out in the
center.
Translates strategic priorities into operational reality; aligns
communication, accountabilities, resource capabilities, internal processes and
ongoing measurement systems to ensure that strategic priorities yield
measurable and sustainable results.
Analyzes performance measures and trends and drives improvements
in the overall customer experience, PSU growth, and technical and billing
processes, practices, resources and expertise within the Care Center across all
product lines.
Identifies, champions and facilitates the implementation of new
initiatives that will improve the customer experience and employee satisfaction
relative to delivery of quality service.
Develops, implements and improves processes through identification
of operational and technological changes that are having an impact on the
customer experience and call center efficiency.
Leads and manages projects in support of business strategies, new
products and services.
Develops, administers and monitors the application of customer
service policies, programs and procedures.
Maintains the appropriate
level of staffing and adjusts methods of call handling to deliver the desired
customer experience.
Assigns work, sets
completion dates, reviews work and manages performance in accordance with
organizational policies, procedures, and performance management processes.
Serves as a subject matter expert or advisor on product launches,
system upgrades and complex customer issues and handles issues escalated by
team members and other departments.
Manages certain key priorities and budget dependencies and
controls expenses to achieve financial and service delivery targets within
his/her signing authority.
Maintains a safe and positive work environment and complies with
all Cox safety policies.
Participates in crisis management activities, assesses customer
impacts, and communication within the call center as it relates to technical
issues.
Establishes and leverages strong business partnerships with key
departments to seek information and to maximize communication and call center
representation on the technical and billing elements of the business across all
product lines.
Drives effective product launches at the call center level through
active partnering assuring that the customer s voice is represented in the
change management process.
Collaborates with peer-level leadership group on special projects
and initiatives, to ensure that strategies and processes are aligned, and build
a cohesive leadership presence within Customer Care.
Communicates customer concerns, customer understanding/experience
with marketing programs, sales opportunities, implementations, and related
issues within the Customer Care team, the center and across centers.
Leads Customer Care team meetings to coordinate sales and other
efforts and communicate changes in direction, products, policies, expectations,
processes and standards.
Attends job-related training and informally remains current on
competition, technical information regarding Cox s telephony, data, and video
products and offerings, service delivery, leadership skills, etc.

Qualifications:

Required

High
school graduate or GED or equivalent work experience
7
years successful experience in Customer Service, Sales, Operations, Marketing
or related field achieving objectives. 5+ years of experience required if
candidate possesses a related advanced degree (MS/MBA or above).
1
year successful experience in people leadership positions
Knowledge
of and proficiency using Care Center telephony platforms (i.e., ACD, IVR,
Dialer, Real-time Adherence, Scheduling, etc.)
2
years work experience using Windows-based PCs, Microsoft Office Suite

Preferred

BS/BA
degree in related discipline
2+
years experience managing a team size in excess of 50 people including direct
management of multiple supervisors
Experience
in Communications industry
Bilingual

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About Cox CommunicationsCox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.