VP, Cust Service Mobile Ops.

Aug 12, 2017
Aug 17, 2017
Employer Type
Direct Employer
Employment Type
Full Time
Responsible for leading all aspects of the vendor setup, deployment and operation of Charter?s mobile service call center. Responsible for the setup of the call center, including all systems, tools, network infrastructure, agent training, deployment planning and integration into Charter?s and requisite Charter 3 rd party operations infrastructure. Run the call center day-to-day operations. Responsible for the end-to-end operational management of call center to include: people, processes, systems and performance measurement, with an eye toward continuous improvement.

  • Manage the setup of the mobile service call center vendor responsible for providing live agent customer service.
  • Leads all planning activities surrounding the deployment of the call center.
  • Partners with cross functional teams to setup the mobile service call centers, including all systems, tools, network infrastructure, agent training, deployment planning and integration into Charter?s and requisite Charter 3 rd parties operations infrastructure.
  • Executive responsible ensuring customer service delivery Drive the attainment of key performance indicators including service level, quality, productivity/efficiency, reliability, and attrition objectives.
  • Responsible for ensuring the hiring and staffing of high quality resources supports the delivery of efficient customer service accounting for subscriber growth, workforce capacity and schedule adherence requirements.
  • Work with the training organization and the call center vendor on the development and implementation all training curriculum.
  • Consolidate call center operations data and analytics, report performance trends, monitors and manages operational service levels.
  • Communicate operational performance to key stakeholders and the management team.
  • Drive a culture of continuous improvement through operational and data analysis and initiate mitigating actions when key performance metrics are outside the acceptable range. Establish and build a high-performing team where new ideas and ways of doing business are valued, decisions are based upon data and facts, and each process is focused on delivering the right outcome for our customers and our company. [BAM1]
  • Oversee the recruiting and development of a high performing team. Always look to increase the competencies, diversity, and emotional quotient (EQ) of the team. Ensure that agents have the training and tools to do their job well. Manage a formal performance management system and resolve agent relations issues expressed by team members.
  • Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
  • Ensure proper training of all team members and the appropriate audit processes are in place and encouraged. Ensure systems are in place for proper tracking and disposition of customer issues and complaints.
  • Provide strong, dynamic leadership as a senior team member within Customer Operations. Coach and mentor team members to leverage the value of every single customer contact. Drive a high integrity culture that values a customer first mindset.
  • Leader with demonstrated ability to successfully scale a mobile service call center operation, including the vision to strategically outline a growth plan for significant future growth. Ability to manage remote teams is necessary for success.
  • Demonstrated experience with CRM system management and implementation and Five9 or similar telephony management and integration.
  • Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
  • High attention to detail with a clear understanding of the business drivers of the P&L. Comfortable with a variety of analytics/reporting platforms, and can simplify large amounts of data to actionable insights.
  • Strong familiarity with new technology. Embraces the idea that technological change is differentiating and necessary in the consumer communication services industry, and is familiar with current technology and open to new technology solutions.
  • Strong written and verbal communication skills. Ability to synthesize point-of-view in a variety of communication channels, to include 1:1 meetings, Town Hall meetings, email, PPT, dashboards, workforce planning systems, etc.
  • Calm under pressure?remains calm and confident in the face of business and personnel challenges, yet knows when to escalate business issues for cross-functional team solutions. Successfully manages up and across an internal and external organization.
  • Entrepreneurial spirit with the ability to work in a team-based environment, yet with a bias towards action and the ability to also work independently to drive new initiatives to meet established goals and objectives. [GMS2]
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
  • Minimum of 10 years of experience in a customer-facing contact center/customer service leadership role.
  • 10+ years management experience.
  • Strong customer focus and proven customer advocacy
  • Proven success in Call Center management
  • Foster a culture of consistency, accountability and continuous improvement.
  • Experience managing onshore, near shore, or off-shore vendors.
  • Bachelor's degree required. Master?s degree preferred.
Related Work Experience Number of Years
Managing multi-site call center locations 3-5
Wireless industry customer service experience 5

Office environment

Business Unit: Customer Operations