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The Customer Care Vice President will be responsible for customer contact operations in our COE ecosystem. This includes Sales, Loyalty, Repair, Billing and Payment Services call centers for both Residential and Company Business Customers. This role will provide general support and direction to management personnel in support areas including; quality, work force planning and management, customer / employee experience related to our Net Promoter System, and implementation of strategic initiatives. The goal is to ensure our employees are skilled and empowered to provide excellent customer service. You will collaborate across departmental boundaries to ensure a consistent operating model and results attainment. This leadership role will include assessment and implementation of strategy and technology enhancements, coordination and optimization of communications and training programs, lead operational and budget reviews, business continuity planning, and operational cost and productivity effectiveness.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job
Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
Win as a team-make big things happen by working together and being open to new ideas
Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors and our communities
Be a leader among your peers to drive consistent execution across the ecosystem
Accountable to drive delivery of the profit and loss statement for the entire COE Ecosystem
Support Call Center leaders implementation of strategy and technology changes necessary to meet operational goals.- Ensure service and productivity metrics are met or exceeded in all inbound/outbound calling.
Provide customer service leadership with regard to all facets of customer contact and operations analysis.
Manage, direct and control all activities related to resources such as headcount, initiatives / collision calendar, and training and development for the all call centers.
Identify and work cross-organizationally to improve the customer experience.
Identify process breakdown points and work with cross-functional teams to develop solutions.
In partnership with the West Division Financial lead, manage Care annual and ongoing budget, forecasts development and attainment.
Ensure operating departments comprehend the expense process and allocate their resources in a cost-effective manner.
Champion new technology improvements and system enhancements to meet business objectives
Set standards of performance for all levels of customer operations to promote sales and to meet established departmental goals.
Allocate internal resources to address priority functions. Authorizes staffing changes/additions to carry out programs and plans to meet internal goals.
Create a professional atmosphere of mutual support among the employees in order to maintain the highest levels of organization flexibility. This includes the training of employees and management so that quality service is emphasized and delivered; and that career paths are obtainable, as employees understand their career potential.
Perform other related duties as assigned.
Punctual, regular, and consistent attendance.
Bachelors Degree (Masters Preferred) in a related field or the recognized equivalent in work experience or a combination of work experience and education.
Minimum of 10 Years’ experience in a leadership position (Call Center, MSO, RBOC, service vendor) commensurate with scope required. Demonstrated leadership skills in creating a team-oriented culture.
Demonstrated ability to lead through influence
Demonstrated mastery utilizing automated Call Center structure linked to continuous improvement-based employee relations practices to achieve/exceed performance/service level standards. Knowledge of general accounting and billing procedures.
Ability to coach and develop leaders. Ability to plan, prioritize and organize effectively. Proficiency in Microsoft Office and other related software.
Effective time management skills to allow juggling of many priorities.
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