VP, Customer Service
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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.
The base pay for this position generally is between $190,100.00 and $380,000.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via 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. 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.
JOB SUMMARY
The VP, Customer service is responsible for providing leadership and day-to-day management of all call center functions, including but not limited to customer satisfaction, enhancing the customer experience, leading the Center’s service, workforce management, IT, human resources, facilities, training, and operations teams. This position is also responsible for ensuring all Company policies, procedures, quality standards, and local, state, and federal regulations are maintained and enforced.
This role will provide the overall strategic direction and management of the specified call center location(s). This executive’s primary objective is to continuously improve the customer service and employee experience in achievement of all performance metrics, including but not limited to customer satisfaction/experience, process improvements and productivity.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives.
- Analyze calls to identify root cause drivers and sponsor solutions to reduce contact rates.
- Work collaboratively with peer call center leaders that share the same line of business.
- 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.
- Implement internships with high potential agents/supervisors with focus on continued team member career progression.
- Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.
- Work cross-functionally with other Customer Operations teams including Billing & Collections, Shared Services, Business Planning and Human Resources.
- Perform other related duties, as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Strong customer focus and proven customer advocacy
- Proven success in Call Center management - proficiency in utilizing workforce productivity software
- Knowledge of key elements that comprise the end-to-end customer experience
- Ability to communicate across all levels of the organization both written, verbal and interpersonal
- Experience in analyzing data, creating and managing call center 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
- Ability to make autonomous 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 deliver 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
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.
The base pay for this position generally is between $190,100.00 and $380,000.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via 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. 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.
FCC Unit: 13523 Business Unit: Customer Operations
Zip Code: 11355
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.