Client Reference Code: 216542PURPOSEThis position is to provide the overall strategic direction and management of the dedicated Spectrum Mobile call center location within Customer Service, and any third party\/outsourced customer service teams assigned to Spectrum Mobile. The primary objective is to continuously improve the customerand 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\u2019s 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.Monitor and direct dedicated staff managing day to day external vendor performance and communication in support of Spectrum Mobile operational initiatives and strategy 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 assignedOTHER DUTIES AND RESPONSIBILITIESSignificant 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 \u2013 Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goalsCustomer communication decision makingCall routing\/customer handling strategiesResource allocationsWork cross functionally with other Customer Operations teams including Sales, Retention, Billing & Collections, Business Planning and Human Resources.PREFERRED QUALIFICATIONS General Skills \/ Abilities and Knowledge Strong customer focus and proven customer advocacyProven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software)Knowledge of key elements that comprise the end-to-end customer experienceExcellent communication skills - written, verbal and interpersonal communication skills across all levels of the organizationExperience 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 pressureAbility to manage multiple projects simultaneouslyAbility to prioritize and organize effectivelyMature judgment and individual initiativeAbility to lead and motivate othersProven track record of developing staff and maintaining a high standard of employee relationsAbility to use personal computer and softwareKnowledge of mobile phone devices, services and networksKnowledge of broadband products and services Education Bachelor's degree required.Master\u2019s degree preferred.Work Experience7-10 years \u2013 call center management, large operations (350 \u2013 650 employees) and service focused environment.Related Work Experience Number Of Years General Management Experience 10Customer Care Call Center Experience 10Call Center Leadership Experience 6 Mobile Phone Industry Leadership Experience 5WORKING CONDITIONS Office environmentLimited travel requiredJob Code : XCS950 VP, Customer Service Exempt 216542BR
Website : https://www.spectrum.com/
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