Mgr, Regional Support Center (RSC) is responsible for ensuring the proper communication and distribution of technical support for all customers requiring service or requesting installation. Controls and ensures the availability for same day/next day service and installation. Manages and coordinates technical workforce job completion, customer complaint resolution and oversees improvement in customer satisfaction and technician satisfaction. Works daily with customer service, ROC and technical operations teams to promote teamwork, and increase efficiencies to reduce customer service problems. Drives performance and field productivity.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently supports all efforts to simplify and enhance the customer experience.
Manages team of RSC personnel responsible for directing service and installation technicians to complete daily work assignments within the scheduled timeframes.
Optimizes utilization of all mobile workforce tools and call center applications to maximize performance in the RSC and field.
Ensures RSC team has properly recorded technician transactions in cable billing system.
Reviews quota statistics and oversees quota management.
Assists in the implementation of new policies, procedures and changes.
Tracks and reports on RSC supervisor and technician performance.
Maintains focus on pending activity to provide a quality experience for customers.
Develops and delivers daily, weekly and monthly analysis of data related to quota activity and field productivity for operational management personnel.
Supports field operations to drive productivity. Suggests operational changes that may improve tech productivity as well as customer experience.
Monitors real time call flow, inbound RSC availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
Monitors RSC calls for quality assurance and coaches for improvement when training, process or attitude issues are identified.
Reviews service pool and flags any potential service interruptions.
Communicates service interruptions to customer service, customers, ROC and field technical staff. Created 4/6/2017
Controls service and installation availability by communicating with field supervisors and adjusting tech assignments to accommodate customer demand.
Hires, trains and evaluates Workforce personnel; oversees scheduling of workloads and instructs and assists WF personnel as necessary.
Interact with contractors to ensure appropriate work calendars are submitted and quota is allocated.
Participates in labor forecasting.
Works closely with management of customer service, telephony (where applicable), and high speed data account representatives regarding issues related to quality assurance and training of account representatives.
Ensures compliance with NCTA standards.
Attracts and retains a highly effective supervisory staff through optimum selection, training and development, appraisal and motivation techniques.
Plans, develops and administers programs in adherence with divisional objectives.
Performs other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to effectively coach to peak performance
Ability to effectively delegate tasks and follow up to insure successful completion
Ability to handle multiple projects and tasks
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to prioritize and organize effectively
Ability to solve practical problems and deal with a variety of concrete variables in situations where only
limited standardizations exists
Ability to supervise and motivate others
Knowledge of Charter Communications products and services
Advanced knowledge of utilizing automated workforce management tools
Preferred knowledge of the geographical areas to be serviced
Mature judgment and the ability to direct efficiently the activities of a centralized workforce function
Proven track record of developing staff and maintaining a high standard of employee relations Requires adherence to Spectrum Code of Business Conduct
Position must assist in maintaining the confidentiality of customer and business data at all times
Associate’s degree or equivalent experience required; Bachelor’s preferred
NCTI System Technician Course or equivalent Created 4/6/2017
NCTI Customer Service Course or equivalent
NCTI Technology for non-technical personnel or equivalent
NCTI System Overview or equivalent
SCTE Certification Preferred
Related Work Experience Number of Years
Dispatch or customer service experience 5
Workforce management experience 3
General management experience 2
Service delivery experience 5
Two-way services experience (HSI, VOD, or Phone) 3
Exposure to moderate noise levels