Business Operations, Customer Service and Support, Management
This position is responsible for directing and overseeing the day to day operational performance of customer care centers (contact centers) within their breadth of responsibility. The Director will act as a liaison to the assigned division and represent their needs as care strategies and initiatives are implemented throughout the organization. This position directs the implementation of Customer Care initiatives and activities that support and enhance the company´s objectives and values.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience. Participate in the development of best practices in all areas of end-to-end customer care including, but not limited to, customer care center performance, training, and technology. Direct the budget process including managing departmental expenditures and staying within budget guidelines. Direct the attainment of key performance indicators including service level, agent utilization, service quality, sales performance, operating efficiencies, truck roll avoidance, and work order accuracy. Ensure all practices within assigned care centers are in alignment and conform to Care Covenants. Provide guidance and support to management teams in the Customer Care function. Direct payment center operations to ensure cash handling processes are in accordance with GAAP and internal audit procedures, if/as required by division. Provide guidance and participate in the hiring process for key Customer Care professionals. Coach, direct and mentor Customer Care professionals. Interface with other departments through written and verbal communications to handle customer situations, involving customer complaints and process billing adjustments. Perform other duties as requested by leadership.
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
Ability to act with honesty and integrity
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to perform basic customer service functions
Ability to manage and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
Ability to work independently
Ability to manage projects
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of cable television products and services
Knowledge of general accounting and billing procedures
Good vision, including peripheral, and ability to adjust focus
Experience with customer relations, communications and sales skills
Bachelor´s degree in business or related field (MBA preferred); or equivalent experience Related Work Experience
Our organization is one filled with a diverse group of hardworking people. They’re committed to helping us grow, and we’re committed to growing with them. Because making sure everyone reaches their full potential is a key part of our mission.
At Spectrum, employee wellness, comprehensive medical coverage and educational and development opportunities are of the utmost impo...rtance. Employees are also eligible for select complimentary products and services.
We’re proud to join our employees in their career journeys. Our roles are designed to develop people’s skills and keep them moving forward to the next big thing. Whether it’s in the office or off-site, there are plenty of possibilities with a Spectrum career.
Spectrum is committed to improving communities and impacting lives where our customers and employees live, work and play.
Our national philanthropic initiative, Spectrum Housing Assist, partners with nonprofit organizations and engages employees & community volunteers in order to provide critical homes repairs across the United States. We’ve set a goal to improve 25,000 homes by the year 2020. Chart our progress and join us in this exciting journey by visiting our Spectrum Housing Assist website to see how our employees are improving communities and impacting lives.