Mgr, Operational Readiness
Location:
Stamford , Connecticut
Posted:
October 20, 2017
Reference:
203685BR
JOB SUMMARY
The Manager of Operational Readiness is responsible for driving process improvement and standardization initiatives which impact Customer Operations. These initiatives will be measured and supported by the operational readiness team until completed and successfully deployed. This includes evaluation of the current state, gap analysis, recommendation development, and management of operational deployment needs including training, reporting, and monitoring of the customer and CSR experience throughout deployment.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

Maintain open lines of communication between call center and field service, ensure that information is shared in both directions and any service issues are resolved promptly

Provide regular readouts on initiative progress to the Director/Vice President of Operational Readiness

Ensure all data and reporting meets business requirements prior to implementation

Manage planning to ensure effective and successful implementation of policies and procedures across Customer Operations

Make recommendations for improvement, and be able to manage jointly-developed action plans designed to enhance/improve the customer experience and or operational effectiveness

Lead and foster a culture of consistency, accountability and continuous improvement

Develop and maintain the operational and performance metrics / impact and recommend action plans to resolve issues

Manage all top-priority customer issues to resolution, including a post mortem to identify improvement opportunities and/or process breaks

Identify and implement process improvement opportunities to ensure customer satisfaction, one call resolution and retention of our customer base

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize and multitask effectively
Strong analytical and problem-solving skills
Process mapping and gap analysis skills
Capacity to show sound judgment in accomplishing specified job duties
Mature judgment and individual initiative; ability to make sound decisions under pressure
Excellent interpersonal skills and the ability to present performance feedback effectively
Excellent presentation skills with small- to medium-sized groups
Proficiency with PCs, Microsoft Windows, Excel, Word, PowerPoint and Project
Ability to perform analysis using moderately complex databases
Thorough knowledge of the operational components related to processes, procedures and call handling tools
Demonstrated willingness to assist customers and enthusiasm to learn and adapt to change
Ability to absorb pertinent information within a reasonable period of time
Project management / process design and documentation skills
Thorough knowledge of the operational components related to running a call center, including all of the infrastructure technologies, processes, procedures and call handling tools

Education
Bachelor’s degree or equivalent experience
Completion of pre-employment and weekly training assessments

Related Work Experience
7 – 10 years’ experience as a representative or higher level in a comprehensive call center operation / Customer service
Experience in leading critical business changes across a large organization
Proven track record of developing staff and maintaining a high level of employee relations

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Six Sigma/Lean certification(s)

Related Work Experience
Experience in the telecommunications industry and/or similar call center operations environments


WORKING CONDITIONS
Normal office conditions

A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.

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