PURPOSE

　　This position is to provide the overall strategic direction and management of the call center location within Customer Service. The primary objective is to continuously improve the customer service and employee experience in achievement of all performance metrics including but not limited to customer satisfaction/experience, process improvements and productivity.

　　JOB SUMMARY

　　Position responsible for providing leadership and day-to-day management of all areas of call center including but not limited to customer satisfaction, enhancing the customer experience, leading the Center's service, workforce management, IT, human resources, facilities, training and operations teams. This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.

　　MAJOR DUTIES AND RESPONSIBILITIES

　　Actively and consistently support all efforts to simplify and enhance the customer experienceDrive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives.Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.Oversee employee evaluation, development and performance management processes.Ensure effective and impactful delivery of training to front line customer facing employees.Foster a culture of consistency, accountability and continuous improvement.Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques. Implement internships with high potential agents/supervisors always grooming team members for career progression.Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.Perform other related duties, as assigned

　　OTHER DUTIES AND RESPONSIBILITIES

　　Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets.Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.Ability to deliver against long and short term objectives - Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goalsCustomer communication decision makingCall routing/customer handling strategiesResource allocationsWork cross functionally with other Customer Operations teams including Billing & Collections, Shared Services, Business Planning and Human Resources.

　　PREFERRED QUALIFICATIONS

　　General Skills / Abilities and Knowledge

　　Strong customer focus and proven customer advocacy Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software)Knowledge of key elements that comprise the end-to-end customer experience Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organizationExperience in analyzing data, creating and managing call center budgets, developing strategies/processes and implementing applications required Ability to make decisions and solve problems while working under pressure Ability to manage multiple projects simultaneously Ability to prioritize and organize effectivelyMature judgment and individual initiativeAbility to lead and motivate othersProven track record of developing staff and maintaining a high standard of employee relationsAbility to use personal computer and softwareKnowledge of broadband products and services

　　Education

　　Bachelor's degree required. Master's degree preferred.

　　Work Experience

　　7-10 years - call center management, large operations (350 - 650 employees), service focused environment.

　　Related Work Experience and Number Of Years

　　Cable Industry Leadership Experience - 10

　　General Management Experience - 10

　　Customer Care Call Center Experience - 10

　　Call Center Leadership Experience - 6

　　WORKING CONDITIONS

　　Office environment

　　Limited travel required

　　XCS150 2023-24109 2023

　　Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay 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.

　　The pay for this position has a salary range of $174,300.00 to $290,300.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

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