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Director, Desktop Applications and Process
Spectrum
Charlotte, NC, United States
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Provide leadership and oversight for desktop tools used by call center agents within Customer Operations. Leads the strategic development and implementation of the most effective tool set to drive an efficient customer experience. Acts as an integral part of the Customer Operations Technology Leadership Team to drive desktop tool and application improvements resulting in a streamlined experience across multiple call centers.
Actively support all efforts to simplify, automate and enhance the desktop tool set for call center employees.
Serves as the point of contact overseeing tool enhancements from intake to release.
Assist with the identification, analysis, evaluation and implementation of standardized processes and procedures in identified areas of the business. Ensure processes meet or exceed technical and business requirements. Establish and manage user groups to meet and provide feedback on appropriate tools. Track and promote productivity and efficiency.
Assist with the documentation development on the recommended use of tools, including process flows, training materials and reporting.
Actively supports all technology requirements to drive effective and efficient process execution for Customer Operations.
Work closely with the product development teams to understand and participate in product planning and process to ensure product, call center tools and process roadmaps are aligned
Directs management, oversight, planning and roll-out of desktop tools, consistent with Charter business plans and strategic initiatives.
Provide operations leadership in desktop integration efforts and implantation across charter customer service centers.
Provide leadership and direction to development teams on existing technologies and current operational initiatives.
Stays aware of emerging software technology vendors to ensure Charter provides leading-edge desktop solutions in a customer service environment.
Provides strategic guidance to Charter leaders regarding the effective use of desktop software technology.
Identify and pursue solutions to business needs vis-à-vis desktop software technologies.
Establish, implement and provide an ongoing evaluation of Desktop tools and business solutions to promote and achieve rationalization. Evaluate strategic initiatives/business solutions and consult with all levels of leadership to communicate program strategy, direction and changes to achieve integrated business platforms for new Charter.
Keeps abreast of evolving desktop technologies with an emphasis on emerging web technologies that enable customers to interact with Charter’s infrastructure systems.
Partners with the Charter IT and desktop development teams to outline business needs and build the Charter desktop strategic plan, as it relates to the roadmap for the desktop applications.
Actively and consistently support all analytics tools and technology requirements to track agent performance on key performance indicators and process/ quality compliance metrics.
Maintain library of systems/technical specifications via Change Management processes.
Acts as the driver of the roadmap for the evolution and roll-out of all front-end agent tools that includes, Customer management, Billing, Knowledge Management, eCare, Repair Troubleshooting, Customer facing Chat management.
Manage relationships with leaders across the organization who are responsible for direct project planning, capital budgeting and resource allocation.
Provide input into the capital budget process for the organization and the programs; execute the approved budget plan.
Performs other duties as requested by supervisor.
REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge
Advanced verbal and written communication skills
Acts independently or with limited direction
Ability to multi-task and perform in a fast-paced environment
Thorough understanding of the TV, Internet, and Phone business
Ability to manage multiple projects at once with upward / downward transparency
Experience leveraging technology to enhance established processes
Familiarity with latest emerging technologies to create automation of backend tasks
Experience providing actionable tool performance results (QA / UTA) to development teams
Proven expert with cable industry desktop tool sets
Thorough understanding of billing system enterprise software systems (CSG and ICOMS System knowledge a plus)
Education
College Degree in Computer Science, Information Systems, Business Administration or related work experience
Related Work Experience Number Of Years
IT / Call Center Desktop Application Experience 8
TV, Internet, Voice Leadership Experience 8
Project Management Experience 5
Billing Systems and Related Technology Leadership 5
Experience