Spectrum

Dir, Sales and Retention Ops

Spectrum

June 11, 2021

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 Spectrum’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 Spectrum 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
12+ years Cable customer service/call center experience
7+ years Senior management/leadership experience
WORKING CONDITIONS
Office environment
Travel as required