SPECTRUM Hiring for Dir, Customer Service Ops Full Time

JOB SUMMARY
This position is responsible for directing and overseeing the day to day operational performance of customer care centers (contact centers) within their breadth of responsibility. The Director will act as a liaison to the assigned division and represent their needs as care strategies and initiatives are implemented throughout the organization. This position directs the implementation of Customer Care initiatives and activities that support and enhance the company’s objectives and values.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Participate in the development of best practices in all areas of end-to-end customer care including, but not limited to, customer care center performance, training, and technology.
Direct the budget process including managing departmental expenditures and staying within budget guidelines.
Direct the attainment of key performance indicators including service level, agent utilization, service quality, sales performance, operating efficiencies, truck roll avoidance, and work order accuracy.
Ensure all practices within assigned care centers are in alignment and conform to Care Covenants.
Provide guidance and support to management teams in the Customer Care function.
Direct payment center operations to ensure cash handling processes are in accordance with GAAP and internal audit procedures, if/as required by division.
Provide guidance and participate in the hiring process for key Customer Care professionals.
Coach, direct and mentor Customer Care professionals.
Interface with other departments through written and verbal communications to handle customer situations, involving customer complaints and process billing adjustments.
Perform other duties as requested by leadership.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to hire, evaluate, coach and counsel direct s regularly in the performance of their duties
Ability to act with honesty and integrity
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to perform basic customer service functions
Ability to manage and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
Ability to work independently
Ability to manage projects
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of cable television products and services
Knowledge of general accounting and billing procedures
Required Education
Bachelor’s degree in business or related field; or equivalent experience
Required Related Work Experience and Number of Years
Customer service/call center experience – 12+
Senior management/leadership experience – 7+
Experience with customer relations, communications and sales skills
Preferred Education
MBA preferred
WORKING CONDITIONS
Office environment
Travel as required COP770 330083 330083BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits 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.

The pay for this position has a salary range of $100,600.00 to $178,600.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.