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Director, Service Delivery - Implementation
Entertainment & Media Industry Company
Sparks, NV, United States
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JOB SUMMARY
Responsible for directing the Service Delivery residential and business services operational fulfillment teams in support of Charter’s Internet, Cable & Telephone services; includes overseeing order processing fallout, local number portability, E911, provisioning and service activation activities, as well as multiple interfaces to 3rd-party and outsourced entities, both nationally and internationally.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Direct operational call center employees supporting Tier I and Tier II order processing and activation support for residential and business new service activations and changes to services.
Responsible for all Service Delivery teams including; Customer Contact, QC, HelpDesk, E911, LNP, Provisioning and Service Activation.
Ensure Service Delivery related process development and training timeliness are met as new products, processes, and systems are launched.
Develop departmental goals; monitor and manage to such goals to ensure all performance standards are being met.
Manage various automation projects, maintenance activity and changes to ensure Service Delivery team readiness.
Ensure that Service Delivery teams are able to scale to support new Charter Business activities along with the continued support of existing residential activities.
Responsible for ensuring Charter customer records are accurate in directory publications and directory assistance databases.
Manage the activities of the LNP, Ancillary, Provisioning, and Service Activation outsourced vendors to meet all regulatory goals, service levels, and contractual requirements.
Manage 3rd party verification as required by law.
Work with Legal/Regulatory to ensure both internally and externally, FCC requirements are being met.
Escalate infractions as appropriate.
Hire, evaluate, coach and develop management team in the performance of their duties.
Assist with the budget process; manage departmental expenditures staying within budgeted guidelines.
Perform other duties as required.
PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to project manage
Ability to implement cross functional change
Ability to use personal computer and software applications (project mgmt, spreadsheet, Billing Systems, etc.)
Knowledge of all functions and related tasks in the area of Service Delivery Operations
Knowledge of complex data and telephone products, PRI, Centrex, T1, Fiber
Knowledge of telephone, cable and Internet products and services
Knowledge of Local Number Portability
Knowledge of Directory listing and assistance practices
Knowledge of E911, CARE, LIDB and CNAM services
Knowledge of telephone regulations for customer service and service activation
Knowledge of general accounting and billing procedures
Knowledge of Call Center management and reporting
Education
Bachelors degree in business or related field or equivalent experience
Related Work Experience
5 years Cable/Internet Industry Experience
5 years Telecommunications Experience
7 years Management Experience (Large Technical Call Center preferred)