Full TimeAustin, TexasPosted 10/30/2024Business unit: MarketingAreas of interest: Call Center, Leadership, OperationsRequisition Number: 2024-42947CRT720
JOB SUMMARY
This position is responsible for leading the Retention Call Center site including all activities that contribute to the retention of customers, and in enhancing the Customer Experience. Lead and Direct the Center’s retention, quality, workforce management, IT, training delivery, human resources and operational functions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Develop and implement retention strategies and best practices to achieve and/or surpass product and customer relationship retention.
Responsible for executing retention playbook and protect customer relationships, all lines of business, and revenue.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Drive the attainment of key performance indicators including service level, quality, revenue, productivity / efficiency, reliability, and attrition objectives.
Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.
Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.
Oversee employee evaluation, development and performance management processes.
Ensure effective and impactful delivery of training to front line customer facing employees.
Foster a culture of consistency, accountability and continuous improvement.
Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated customer focus and customer advocacy skills
Demonstrated call center management skills
Superior knowledge of call center platforms and technology
Knowledge of key elements that comprise the end-to-end customer experience
Ability to communicate verbally 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 document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Demonstrated ability to develop staff and maintaining a high standard of employee relations
Ability to use personal computer and software
Knowledge of broadband products and services
Demonstrated financial and analytical skills
Ability to develop and present business plans
Required Education Bachelor's degree required in business or related field or equivalent experience
Required Related Work Experience and Number of Years
Business experience - 10+
Call Center leadership/management experience - 7-10
Customer Retention or Inbound Sales experience - 7-10
Telecommunications industry experience - 7-10
Leadership experience in high-volume, fast-paced environments requiring teamwork, flexibility, and change management across multiple channels
Workforce management strategy experience
Preferred Education Master’s degree (MBA)
WORKING CONDITIONS
Office environment
Travel as required between the existing centers as well as various Charter offices
#Li-MA
CRT720 2024-42947 2024
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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