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Director, Operations Cust Care
Spectrum
Austin, TX, United States
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JOB SUMMARY
Responsible for operational aspects of Enterprise Customer Service and support. Assist in the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing / enhancing the performance of Charter's Customer Care Centers of Excellence.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Serve as a Customer Support focal point for planning and implementation of Enterprise customer operations within Charter to improve customer satisfaction in all customer interactions (Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Network, Managed Security and Managed WiFi services and Enterprise TV services.)
Ensures that customers receive the best customer service possible
Oversees and directs Enterprise customer support operations to ensure that our clients’ technical concerns are resolved in the most expeditious and efficient manner possible.
Establishes policies and procedures that support the Enterprise product portfolio, serve to elevate the client experience and promote a winning culture, necessary customer service and promote good customer relations
Perform other duties as required
PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally 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
Strong knowledge of cable operations, customer care methods and new technologies
Education (level and type)
Bachelors degree or equivalent experience
Related Work Experience Number Of Years
NOC, Technical Support or Call Center management experience 5
WORKING CONDITIONS
Office environment
Travel required
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.