Mgr, Operational Readiness

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Are you a critical thinker who likes to collaborate on business solutions? Excellent communicator, well-organized, and analytical? If so, you could find your fit on the Customer Service Operational Readiness Team.
At Spectrum, we keep our customers connected across a 41-state footprint. Working with departments across Customer Operations, our Operational Readiness team supports change management for all activities that contribute to the acquisition, satisfaction, and retention of customers. By coordinating the execution of improvements, our Operational Readiness team plays a vital role in delivering the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As an Operational Readiness Manager, you'll provide direct support to process improvement and standardization initiatives within Spectrum Business Customer Operations. You will work with business users to understand requirements and expectations, facilitate the interactions among different functional groups within the organization, and make recommendations for business and process improvements.
WHAT OUR OPERATIONAL READINESS MANAGERS ANALYSTS ENJOYS MOST

• Managing call answering/quality metrics for the Customer Support Rep group. Utilize and monitor adherence to workforce management recommendations regarding weekly staffing.
• Maintaining open lines of communication between the call center and field service, insuring that information is shared in both direction and service issues are resolved promptly.
• Planning and implementing process improvement initiatives for customer support, cost reduction, customer satisfaction, and transitional selling.
• Ensuring all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
• Developing standard reports/presentations on the effectiveness and productivity of the Customer Support Rep group.

On any given day you'll be managing a team, evaluating operational deployment needs including training, reporting, and monitoring of the customer and customer service representative (CSR) experience throughout deployment. You'll excel in this role if you work well in a dynamic office environment and are able to self-train and pick up new skills quickly.
WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications

• Experience: Call center/customer care operations management experience: 5 years; Training supervisors in a call center environment; Overseeing inbound calls in a highly dynamic and fast-paced call center environment
• Education: Bachelor's degree in Business or related field/equivalent experience
• Skills: Effective interpersonal skills with emphasis on verbal/written communication; Effective presentation skills with small- to medium-sized groups
• Abilities: Demonstrated leadership abilities; In-depth analytical ability; Effectively document and implement procedural change
• Knowledge: Cable television operations, processes and billing systems
• Hybrid Schedule: Four in-office days weekly

Preferred Qualifications

• Experience: Telecommunications industry; Management or leadership
• Abilities: Develop and execute performance improvements based on call handling observations

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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Get to Know Us Charter Communications is known by our Spectrum products and services, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.