Job Description

JOB SUMMARY
The Dir, Customer Operations is responsible for ensuring overall process effectiveness, productivity attainment and initiative deployment related to Customer Service Representative engagement in the delivery of high-quality support service to Charter customers. This is the top position accountable for the full scope of direction and outcomes of major functions. Work is reviewed from a long-term perspective and against top-level goals. Works independently with little or no supervision.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Assist Chat Center Vice President in attaining operational objectives by supplying relevant analysis of operating performance data as well as developing recommendations and action plans to address issues.

Coordinate staff schedules in accordance with staffing objectives to ensure achievement of operational objectives.

Improve the delivery of quality service through effective process improvement strategies to ensure customer satisfaction, one-chat resolution and retention of customer base.

Participate in the design and implementation of policies and procedures across multiple functions within chat center operations.

Coordinate quality monitoring activity in the chat center through liaison with internal and external support resources.

Develop and maintain operational and performance metrics and reports. Recommend action plan to resolve issues.

Direct the efforts of local technology support resources in support of hardware/software maintenance and ensure change management activities minimize conflict with peak customer activity periods.

Maintain documented facilities readiness plan; design and implement remediation actions to ensure compliance with corporate requirements.

Manage all top-priority customer issues through to resolution and identify improvement opportunities.

Develop and manage chat center communications by employing multiple vehicles to ensure employee understanding and compliance.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Financial planning/analytical assessment skills
Solid understanding of workforce staffing/analytics
Proven track record of developing staff and maintaining a high level of employee relations
Mature judgment and individual initiative; ability to make sound decisions under pressure
Excellent presentation and communication skills
Thorough knowledge of the operational components of running an chat center, including infrastructure technologies, processes, procedures and chat handling tools
Proficiency with PCs and Microsoft Office Suite
Ability to perform analysis using complex databases
Demonstrated ability to lead activities for both chat center floor personnel and staff support operation

Education
Bachelors degree or a combination of education and experience commensurate with a degree

Related Work Experience
6+ years of experience at a managerial level working in a Telecommunications call center

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Progressively responsible roles with proven ability to manage diverse teams
Extensive knowledge of the telecommunications industry
Ability to develop and execute improvement initiatives and lead reports through change

WORKING CONDITIONS
Normal office conditions

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