Dir, Customer Service Ops

Does striving for the best customer experience motivate you? Do you enjoy working in a fast-paced, collaborative environment? Organized, data-driven, and good communicator? Then working in Customer Service at Spectrum may be a great fit for you.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Customer Service teams work in support of representatives to provide exceptional support for customers. Ensuring high-functioning call centers helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Director of Customer Service Operations, you’ll be responsible for the execution of all operational aspects of Customer Service and support. You’ll lead the assessment, identification, development, and implementation of initiatives focused on developing and enhancing Customer Service center performance.

WHAT OUR DIRECTORS OF CUSTOMER SERVICE OPERATIONS ENJOY MOST

• Analyzing operation performance data and developing recommendations and action plans to address quality and productivity issues
• Serving as a focal point for customer service operations planning and implementation to improve customer satisfaction in all interactions
• Overseeing coordination of staff schedules in accordance with staffing objectives
• Participating in the design and implementation of policies and procedures across multiple functions within call center operation
• Participating in design and implementation of policies & procedures across multiple functions within call center operation
• Directing local technology support resources in hardware/software maintenance and ensure change management minimizes conflict with peak customer activity period
• Coordinating call center new hire training with HR and training teams in accordance with operational budget and forecast
• Directing customer service operations to ensure fair and effective customer complaint resolution

On a typical day you’ll be responsible for overseeing workforce planning strategies, training program execution, and facilities management. You’ll thrive in this role if you can effectively organize, communicate, and positively influence others.

WHAT YOU’LL BRING TO SPECTRUM

• Education: Bachelor’s degree in business or related field; equivalent experience  
• Experience: Cable customer service/call center experience: 12 years or more; senior management/leadership experience: 7 years or more
• Skills: Demonstrated project management skills; effective analytical personal computer skills 
• Abilities: Analyze and interpret data; manage workflow, improve overall company effectiveness & productivity  
• Knowledge of: Cable operations, customer care methods, and new technologies 
• Travel: As Required 

Preferred Qualifications 

• Education: Masters in Business Administration (MBA)   

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
• Total Rewards: See all the ways we invest in you—at work and in life

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COP770 2024-32070 2024 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. A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.