Dir, Customer Service Ops
Location: Kansas City
Posted on: January 25, 2023
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
MAJOR DUTIES AND RESPONSIBILITIES
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
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
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
Coordinate call center new hire training efforts with HR and
Training teams in accordance to the operational budget and
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
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
Responsible for the day-to-day execution and reporting of workforce
planning strategy through local workforce teams.
Perform other duties as required.
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
Ability to communicate with all levels of management and company
personnel, including presentation skills
Ability to manage work flow, improve overall company effectiveness
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
Bachelor's degree in business or related field; or equivalent
Required Related Work Experience and Number of Years
Cable customer service/call center experience - 12+
Senior management/leadership experience - 7+
Travel as required COPBR
Keywords: SPECTRUM, Kansas City , Dir, Customer Service Ops, Hospitality & Tourism , Kansas City, Kansas
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