What are the responsibilities and job description for the Mgr, Operational Readiness position at Charter Communications?
JOB TITLE: Manager, Operational Readiness
JOB CODE: COP575
Are you a critical thinker who likes to collaborate on business solutions? Excellent communicator, well-organized, and analytical? If so, you could find your fit on the Customer Service Operational Readiness Team.
The Manager of Customer Service Operational Readiness role is responsible for tactical planning of initiatives impacting the Customer Service Organization. This role requires a strong working knowledge of process and can collaborate with one or several business process owners or lines of business on change management initiatives. These initiatives will be measured and supported by the operational readiness team until completed and successfully deployed. This includes evaluation and recommendation of operational deployment needs including training content and execution, workforce impacts, availability of data and ongoing reporting of initiative, risk assessment and mitigation, metric impacts, and customer and CSR experience throughout deployment.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Make recommendations for improvement, and be able to manage jointly-developed action plans designed to enhance/improve the customer experience and or operational effectiveness
Provide regular reporting of key performance initiatives to the Director/Vice President of Operational Readiness
Ensure all data and reporting meets business requirements prior to implementation
Manage planning to ensure effective and successful implementation of policies and procedures across Customer Service Operations
Coordinate quality monitoring activity as well as call tracker data to provide real time feedback on operational compliance and effectiveness
Lead and foster a culture of consistency, accountability and continuous improvement
Attract and retain a highly effective management staff through mentoring, coaching, development and performance (formal and informal) appraisals
Develop and maintain the operational and performance metrics / impact and recommend action plans to resolve issues
Manage all top-priority customer issues for the business group to resolution, including a post mortem to identify improvement opportunities and/or process breaks
Manage and delegate analyst level initiatives for the business group
Identify and implement process improvement opportunities to ensure customer satisfaction, one callresolution and retention of our customer base
WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications
Ability to read, write, speak and understand English
- Ability to prioritize, organize and multitask effectively
- Strong analytical and problem-solving skills
- Capacity to show sound judgment in accomplishing specified job duties
- Mature judgment and individual initiative; ability to make sound decisions under pressure
- Excellent interpersonal skills and the ability to present performance feedback effectively
- Excellent presentation skills with small- to medium-sized groups
- Proficiency with PCs, Microsoft Windows, Excel, Word, PowerPoint and Project
- Ability to perform analysis using moderately complex databases
- Thorough knowledge of the operational components related to processes, procedures and call handling tools
- Demonstrated willingness to assist customers and enthusiasm to learn and adapt to change
- Ability to absorb pertinent information within a reasonable period of time
- Project management / process design and documentation skills
- Thorough knowledge of the operational components related to running a call center, including all of the infrastructure technologies, processes, procedures and call handling tools
Education
Bachelor's degree or equivalent experience
Completion of pre-employment and weekly training assessments
Related Work Experience
5 years' experience as a representative or higher level in a comprehensive call center operation
Experience in highly dynamic and fast-paced call center environment
Experience in leading critical business changes across a large organization
Proven track record of developing staff and maintaining a high level of employee relations
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Six Sigma/Lean certification(s)
Related Work Experience
Experience in the telecommunications industry and/or similar call center operations environments
WORKING CONDITIONS
Normal office conditions
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
- Tools & Tech: Work with leading broadband network services and high-performing products on the forefront of the telecommunications industry
- Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
- Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
- Total Rewards:
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COP575 2023-19722 2023
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
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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