Posted in Other 30+ days ago.
Type: Full Time
JOB SUMMARY
The Manager, Digital Service & Customer Experience will be responsible for driving the customer experience on the Mobile IVR (Interactive Voice Response) to increase the self-service capabilities, while driving containment and customer satisfaction improvement.
MAJOR DUTIES AND RESPONSIBILITIES
* Assist in managing the prioritization of new features
* Continuously iterate and improve Charter s IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening.
* Make recommendations based on data for process improvement and strategic business decision making
* Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals
* Compile Executive level reporting as required
* Actively and consistently support all efforts to simplify and enhance the customer experience
* Manage and coach individual contributors
* Must be comfortable working within a constantly changing environment
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
* Strong experience with IVR flow creation and customer experience
* Familiar with Mobile devices and technology
* Ability to analyze and synthesize complex data
* Ability to listen to and interpret the needs of the customer
* Ability to make decisions and solve problems while working under pressure
* Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
* Ability to work with others to resolve problems, handle requests or situations with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
* Ability to manage multiple projects while coordinating efforts across a variety of functional areas
* Customer focused
* Exceptional written and verbal communications skills
* Independent thinker
* Project management skills
* Strong knowledge of telephony and customer support systems
* Strong analytical approach to presenting recommendations and making decisions
* Technically savvy
* Familiar with PBX Call routing technology involving call center environments
* Ability to develop comprehensive test plans
* Ability to read, write, speak and understand English
Education
BA/BS Required Or Equivalent Experience
Related Work Experience
5+ Years - Experience in related industry (Telecommunications, IVR, Cable)
1+ Years - Experience working for companies with technology or software products
1+ Years Experience with Mobile Technology
3+ Years - Prior Leadership
PREFERRED QUALIFICATIONS
Related Work Experience
Avaya PBX and call center 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.
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