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 Charter´s Customer Service centers.

　　Actively and consistently supports all efforts to simplify and enhance the customer 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 Charter 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

　　Required 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

　　Comprehensive knowledge of cable operations, customer care methods and new technologies

　　Required Education

　　Bachelor´s degree in business or related field; or equivalent experience

　　Required Related Work Experience and Number of Years

　　Cable customer service/call center experience - 12

　　Senior management/leadership experience - 7

　　Preferred Education

　　MBA

　　WORKING CONDITIONS

　　Office environment

　　Travel as required

　　COP770 2024-28341 2024

　　Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

　　A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

　　Get to Know UsCharter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.Watch this video to learn more. (https://www.youtube.com/watch?v=N-HEOHIAU7Q)

　　Who You Are Matters HereWe’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)