GreensboroRecruiter Since 2001
the smart solution for Greensboro jobs

Group Vice President, Customer Service

Company: NaviSite
Location: Greensboro
Posted on: December 4, 2019

Job Description:

Date posted 11/12/2019 Requisition Number: ******BR-6 Location: United States - North Carolina - Greensboro Area of Interest: Customer Operations, Customer Service Position Type: Full Time JOB SUMMARY Position responsible for providing leadership and day-to-day oversight for the Customer Service operations in Residential Internet/Voice call center operations including but not limited to customer satisfaction; enhancing the customer experience; managing call center financial budget and forecast; and leading workforce management, IT, human resources, facilities, training and operations teams within the above functional areas. This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience With direction from the Senior Vice President, provide leadership and oversight to the above-mentioned multi-functional areas to establish consistency, standardization and alignment. Bridge and provide data and analysis on key performance and financial performance for the call centers. Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation monthly for review by leaders. Provide communication and key updates to site leadership on changes and priority issues as needed. Work closely with all Customer Operations and other Charter functions (i.e. Field Operations, etc) to ensure initiatives and projects are well represented. Collaborate with site leadership to ensure they are executed successfully. Consolidate long term staffing planning and hiring results. Oversee hiring and staffing results for call centers based on workforce capacity and schedule adherence requirements. Assess and monitor suite of desktop tools for effectiveness and reliability. Work closely with development teams on needed enhancements and/or bug/problem fixes. Serve as point on executive escalations working with local teams to ensure proper investigation, timely resolution and follow-up. Implement tracking of root cause trending and dissemination of this information to key members of leadership for corrective planning purposes. Participate in overall facilities planning process specific to site expansion, consolidation, moves, etc. Assist in the preparation and management of capital budget, operating budget, and expense management for assigned areas. Provide general project management support for multi-functional areas mentioned. Perform other related duties, as assigned OTHER DUTIES AND RESPONSIBILITIES Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets. Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures. Ability to support in delivery against long and short term objectives - Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals Customer communication decision making Call routing/customer handling strategies Resource allocations Work cross functionally with other Customer Operations teams including Shared Service, Billing & Collections, Business Planning and Human Resources. PREFERRED QUALIFICATIONS General Skills / Abilities and Knowledge Strong customer focus and proven customer advocacy Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software) Knowledge of key elements that comprise the end-to-end customer experience Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization Experience in analyzing data, creating and managing call center financial budgets, developing strategies/processes and implementing applications required Ability to make decisions and solve problems while working under pressure Ability to manage multiple projects simultaneously Ability to prioritize and organize effectively Mature judgment and individual initiative Ability to lead and motivate others Proven track record of developing staff and maintaining a high standard of employee relations Ability to use personal computer and software Knowledge of broadband products and services Education Bachelor's degree or equivalent in experience required. Master's degree preferred. Work Experience 10+ years - call center management, large operations and service focused environment. Related Work Experience 10+ Years Cable Industry Leadership Experience Preferred 10+ Years General Management Experience 10+ Years Customer Care Call Center Experience 6+ Years Call Center Leadership Experience WORKING CONDITIONS Office environment Travel required (up to 60%) The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. 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, or any other basis protected by federal, state or local laws. FCC Unit: 13526 Business Unit: Customer Operations

Keywords: NaviSite, Greensboro , Group Vice President, Customer Service, Hospitality & Tourism , Greensboro, North Carolina

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Hospitality & Tourism Jobs


Gameday Cook at Bank of America Stadium
Description: Our Exciting Work EnvironmentDelaware North Sportservice is the official food, beverage and retail partner of the NFL's Carolina Panthers at Bank of America Stadium. Sportservice has been responsible (more...)
Company: Delaware North
Location: Charlotte
Posted on: 12/7/2019

Morning Bellman Attendant - Renaissance Hotels - (19130077)
Description: You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask why when given an explanation. Today, you bring your personal style to every experience. (more...)
Company: Marriott International, Inc.
Location: Charlotte
Posted on: 12/7/2019

Customer Service Representative
Description: Reports to: Customer Service Supervisor SUMMARY
Company: Serta International
Location: Charlotte
Posted on: 12/7/2019


Guest Call Operator- At Your Service - The Westin - (19170709)
Description: Here's To Your Journey with Westin At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help (more...)
Company: Marriott International
Location: Charlotte
Posted on: 12/7/2019

General Manager (NEW STORE) - Waverly Walk
Description: General Manager NEW STORE - Waverly Walk- About the Role As the General Manager, you are responsible for leading your team to deliver a profitable store business plan. You ensure your store achieves (more...)
Company: Gap Inc.
Location: Charlotte
Posted on: 12/7/2019

Lobby Attendant PM - Renaissance Charlotte SouthPark Hotel - (19154356)
Description: You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask why when given an explanation. Today, you bring your personal style to every experience. (more...)
Company: Marriott International
Location: Charlotte
Posted on: 12/7/2019

RN Clinical Supervisor- Levine Children's Hospital- Satellite Team
Description: RN Clinical Supervisor- Levine Children's Hospital- Satellite Team Date: Nov 12, 2019 Location: Charlotte, NC, US, 28203 Company: Atrium Health Job Req ID: Position Number: Employment (more...)
Company: Carolinas HealthCare System
Location: Charlotte
Posted on: 12/7/2019

Seasonal Customer Service
Description: Position Summary: Performs various Customer Service activities, to include greeting and acknowledging all customers in a prompt and friendly manner, handling merchandise with care, providing information (more...)
Company: Cabela's
Location: Charlotte
Posted on: 12/7/2019

Customer Service/Sales
Description: Job DescriptionPosition Purpose: br Customer Service x2F Sales associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. These associates (more...)
Company: Home Depot
Location: Charlotte
Posted on: 12/7/2019

Customer Service Team Lead
Description: POSITION SUMMARY: Under the supervision of the Group Sales or Department Manager gives daily direction to the associates in one of the departments within the store, to include: merchandise presentation, (more...)
Company: Cabela's
Location: Charlotte
Posted on: 12/7/2019

Log In or Create An Account

Get the latest North Carolina jobs by following @recnetNC on Twitter!

Greensboro RSS job feeds