Director, Service Recovery & Compliance
Date posted 12/09/2017
Requisition Number: 208906BR-2
Location: United States - Kentucky - Louisville
Alternative Location: United States - South Carolina - West Columbia
Area of Interest: Construction, Customer Service, Operations/General, Project/Program Management, Sales, Telecommunications
Position Type: Full Time
Direct the activities of the Service Recovery and Compliance (SRC) department. Responsible for leading a team of managers to ensure adherence on all department policies and procedures while driving a high degree of professionalism and accountability. Ensure the SRC team maintains effective communication between Construction, Serviceability, Sales and the customer. Responsible for the daily management of the Service Recovery and Compliance Call Centers that provides an effective and responsive customer experience.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Direct the daily operations of Service Recovery and Compliance (SRC) Call Centers to ensure all defined methods, policies, processes and training are properly followed to process and troubleshoot orders.
Develop departmental goals; monitor, manage and provide analytical reporting on goals to ensure all performance standards are met.
Drive results in all SRC performance metrics to include order processing performance metrics, phone stats performance metrics, call monitoring, error rates, completion rates, jeopardy resolution and customer service responsiveness.
Drive Field Operations Serviceability performance by reporting on and escalating SLA metrics for Survey Durations, Construction Durations, and Construction timeliness.
Participate and contribute to standardization and strategic initiatives regarding construction activities.
Attract and retain a highly effective managerial staff through optimum selection, training and development, appraisal and motivation techniques
Execute Company plans, programs and objectives.
Prepare and control operating budget for SRC department
Conduct regular meetings with the SRC employees to maintain two-way communication and achievement of departmental objectives.
Identify trends and create action plans to mitigate risk.
Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals.
Establish positive employee relations through effective communication and ongoing support.
Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.
Evaluate current processes and procedures and identify areas needing improvement or simplification; leads the corresponding process improvement activities and assesses actual improvements realized.
Translate high level business requirements into functional specifications, and direct ensuing changes.
Directs multiple locations as they assess and resolve work orders (e.g. construction, trouble calls, installations, etc.), to foster a positive customer experience, and efficient and effective operations.
Collaborates with external stakeholders to ensure understanding of and compliance with internal policies and procedures.
Identifies and develops ways to enhance sales support.
Performs other duties as requested.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Well-versed in analyzing data and qualitative information
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to supervise and motivate others
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Mature judgment and the ability to direct efficiently the activities of a centralized
Ability to translate and synthesize data and complex information into compelling narrative
Ability to prioritize, organize and handle multiple projects and tasks simultaneously
Effective team player with proven ability to collaborate cross-functionally to accomplish business goals
Demonstrated ability to anticipate company and department needs
Creative and able to develop out-of-the box solutions
Proficiency with personal computer and software applications, such as Microsoft Word, Excel, PowerPoint, Visio, Project
Advanced knowledge of commercial communication services: cable television, internet, phone, fiber, PRI, bulk, and other advanced services
Advanced knowledge of sales tools, CRM platforms and billing systems, and other related software (e.g., SalesForce, Siebel, CSG, Oracle)
Comprehensive knowledge of sales, sales operations, service delivery, field operations and customer service supporting both coax- and fiber-based services
Knowledge and understanding of legal, regulatory, finance, and audit functions
Knowledge and understanding of sales and marketing strategies
Bachelor's degree in Computer Science, Information Systems, Business Administration or related field, or equivalent experience
Related Work Experience Number of Years
Operations experience 5+
Billing platform experience (CSG, ICOMS, etc.) 4+
Financial, accounting, and/or data analysis experience 4+
Business analysis and requirements writing experience 4+
Sales or relationship-management experience 3+
Project management experience 2
Management experience 5+
Related Work Experience
Exposure to tools including Real-time CSR, GIS, Homeworld, Voicelog, Nuestar, OM, LAD, Intrado, and Smart-Lite
Flexibility to work extended hours
More on Spectrum: Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.
FCC Unit: 00843 - Owensboro Industrial Dr
Business Unit: Field Operations