Manager, Digital Support
JOB SUMMARY
Manages and provides operational support for the Digital Sales Support Team. The Manager is responsible for driving success by overseeing varying sales opportunities pre and post sale, via various modes of communication. Accountable for ensuring all established goals and objective are met. Responsible for communications, interfacing with marketing, and liaison between departments.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Manage pre and post sales activities to ensure proper order entry to drive sales, completion, and accurate billing.
Partner with sales business partners to receive and give feedback on trends in the business to ensure support expectations are met. Act as liaison for multiple groups including but not limited to Online Sales, Digital Partners, DSC, Field Operations, Provisioning Activation Center, Serviceability, and Service Recovery and Compliance.
Manage daily complex activities of Supervisors and Digital Sales Support Specialists to ensure group follows defined methods, policies and processes to process all service orders; ensure achievement of productivity, quality, service delivery, and revenue performance metrics.
Drive performance and compliance by preparing departmental tactics, goals and incentives, conducting call observations, interpreting performance trends via multiple reports and coaching front-line supervisors for success. Develop and maintain a positive culture.
Partner with IS and non-IS resources to ensure availability of hardware and software needed to maintain productive workforce.
Review the technical systems to identify single points of failure in telephony, networks and computer areas. Recommends solutions to eliminate single points of failure and provide system backup.
Ensure that the PCs, Software applications, ACD, IVR, and telephony systems are functioning at their peak performance.
Understand and maintain technical competence in all aspects of Call Center Operations to include computer and telephony.
Contribute to the Company’s success by being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Ensure all Digital Sales Support procedures and complex business policies are standardized, communicated and published.
Ensure all team members have ready access to all information necessary to perform their jobs including, but not limited to campaign information, channel line-ups, rates, policies and procedure.
Ensure all campaigns and new product launches are designed with viable order entry processes. Meet with Marketing and Product operations to provide recommendations on order fulfillment processes.
Recommend and design best possible order entry procedures with appropriate departments. Validate that all necessary codes are linked correctly and are standard.
Compile, classify and interpret complex data to provide insight into potential business issues.
Develop recommendations and solutions based on assessment and understanding of operating environments, and implement approved solutions for order entry.
Determine critical processes and procedural changes and assess the impacts of these improvements on the overall operations.
Define the requirement for new tools and ensure their efficiency beyond implementation and implement new tools and applications.
Define the requirement for the work with Information Systems, Billing and Collections and Sales Management to develop and implement a front-end order entry system.
Meet with front-line employees as well as Call Center Management to determine performance constraints with regards to processes and tools.
Participate on project teams on behalf of all work sessions in the development of new tools and process along with Marketing, Process, Product, Billing and Collections and IT groups.
Participate in requirements building sessions with Information Systems, Billing and Collections and Product to determine best practices for the Digital Sales Support Group.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrates leadership ability across functional groups
Possesses process design and documentation skills
Ability to manage projects and meet deadlines
Effective communication and influencing skills
Ability to establish and manage effective relationships at all levels
Effective presentation skills
Ability to solves complicated problems requiring independent thinking
Comprehensive knowledge of the operational components related to running a call center/sales department
Ability to absorb, analyze and perform analysis using complex spreadsheets and databases
Knowledge of Charter’s best practices and/or industry required
Proficient knowledge of CSG billing system, reports and/or other internal databases desired
Proficient knowledge of MS Word, Excel, PowerPoint, Visio and Access required
Required Education
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Ability to positively influence and persuade
Acts independently or with limited direction
Effective communications skills including presentation skills
Ability to plan, prioritize and organize effectively
Preferred Education
2+ years post high school education preferred
WORKING CONDITIONS Office environment Some Travel required Hours may vary. Five-day workweek must include one weekend day. |
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.
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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.
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.