Location
Greensboro, NC | United States
Job description
PURPOSE
This position is to provide the overall strategic direction and management of the call center location within Customer Service. The primary objective is to continuously improve the customer service and employee experience in achievement of all performance metrics including but not limited to customer satisfaction/experience, process improvements and productivity.
JOB SUMMARY
Position responsible for providing leadership and day-to-day management of all areas of call center including but not limited to customer satisfaction, enhancing the customer experience, leading the Center’s service, workforce management, IT, human resources, facilities, training and operations teams. This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives.
- Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
- Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.
- Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.
- Oversee employee evaluation, development and performance management processes.
- Ensure effective and impactful delivery of training to front line customer facing employees.
- Foster a culture of consistency, accountability and continuous improvement.
- Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques. Implement internships with high potential agents/supervisors always grooming team members for career progression.
- Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.
- Perform other related duties, as assigned
OTHER DUTIES AND RESPONSIBILITIES
- Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets.
- Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.
- Ability to deliver against long and short term objectives – Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals
- Customer communication decision making
- Call routing/customer handling strategies
- Resource allocations
- Work cross functionally with other Customer Operations teams including Billing & Collections, Shared Services, Business Planning and Human Resources.
REQUIRED QUALIFICATIONS
- Strong customer focus and proven customer advocacy
- Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software)
- Knowledge of key elements that comprise the end-to-end customer experience
- Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization
- Experience in analyzing data, creating and managing call center budgets, developing strategies/processes and implementing applications required
- Ability to make decisions and solve problems while working under pressure
- Ability to manage multiple projects simultaneously
- Ability to prioritize and organize effectively
- Mature judgment and individual initiative
- Ability to lead and motivate others
- Proven track record of developing staff and maintaining a high standard of employee relations
- Ability to use personal computer and software
- Knowledge of broadband products and services
Education Bachelor's degree required. Master’s degree preferred.
Work Experience 7-10 years – call center management, large operations (350 – 650 employees), service focused environment.
Related Work Experience and Number Of Years Cable Industry Leadership Experience - 10 General Management Experience - 10 Customer Care Call Center Experience - 10 Call Center Leadership Experience - 6
WORKING CONDITIONS Office environment Limited travel required
XCS150 2024-29538 2024
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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