Job Description

JOB SUMMARY
Responsible for managing the Offline Customer Support center. This role will ensure effective fulfillment of customer support activities. This person will lead the center in executing effective work-flow processes, meeting SLAs, identifying process improvements and suggesting automation opportunities that will ultimately improve the customer experience. Will collaborate and communicate broadly across the organization to strengthen customer support processes and to ensure business alignment.

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

Create a positive culture to achieve the business goals and objectives of the Offline Customer Support center.

Hire and mange to the approved workforce model and staffing plan to ensure the center is appropriately staffed to fulfill Offline Customer Support tasks.
Responsible to ensure employees receive effective training and development to support the Offline Customer Support tasks.
Manage to establish SLAs in support of the Offline Customer Support function.

Responsible for monitoring Offline Customer Support center performance via monitoring and audits to ensure accuracy, quality, consistency, efficiency and SLA compliance.

Oversees customer concerns and ensure effective and long-term problem resolution.

Develop staff by providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

Use Customer Insight and Root Cause Analysis to identify improvements.

Proactively evaluate processes and procedures and identify areas needing improvement, simplification or automation. Recommend improvements to tools and identify automation opportunities that would reduce manual touches and/or negatively impact the customer experience.

Collaborate with Offline Customer Support Staff to address process improvement opportunities.

Work closely with the Call Center Operations teams to ensure appropriate support tasks are identified and routed to the Offline Customer Support team.

Foster a culture of accountability and continuous improvement.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

* Ability to read, write, speak and understand English
* Strong operational skills in process design and development
* Ability to navigate complex process, systems and organizational structures
* Strong team and relationship building skills
* Proven leadership and mentoring skills
* Ability to prioritize and organize effectively
* Ability to multi-task
* Proven ability to perform in a fast-paced environment
* Ability to quickly analyze data process from beginning to end
* Ability to effectively communicate opportunities found as a result of analysis to the operations
* Strong business planning and forecasting skills
* Strong organizational and problem solving skills
* Ability to develop and focus on overall strategy of the function
* Ability to document, prepare and present executive level presentations
* Ability to effectively manage large and complex teams and projects

Related Work Experience
7 + Years - Relevant technical or business work experience
5 + Years - Leadership experience
5 + Years - Cable industry experience
5 + Years - Call Center management experience

Education
Bachelor's degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience

PREFERRED QUALIFICATIONS
Masters degree or equivalent combination of education and experience.

WORKING CONDITIONS
Office environment

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