Director, Customer Care - Wisconsin Job - Full-time

Posting Job Title:Director, Customer Care - Wisconsin
Requisition #: 168251BR
Posting Location: Appleton, WI, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Director, Customer Care

Time Warner Cable currently seeks a Director, Customer Care. Please find a brief description of the essential duties and responsibilities required to function successfully in this position.

PURPOSE: To provide leadership and day to day management of a Care Call Center in a manner consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state and federal regulations. This position has significant management responsibilities. Internally, this position interfaces on a daily basis with other area leaders as well as market staff. It has regular contact with contractors, vendors, and customers.

Work Location: Appleton Wisconsin

MAJOR DUTIES AND RESPONSIBILITIES:Plan, organize, manage and direct the Tier 1 inbound call center agents to service and sell core video, high speed data and digital phone customers contacting the center via telephone, email and correspondenceEnsure compliance with customer experience performance standards including service levels, first call resolution, dispatch rates, sales targets, and focus on constant enhancement and improvement of customer satisfaction scores.Ensure that duties, responsibilities, accountabilities and authority of direct reports are defined and understood.Recommend, implement, document and insure adherence to policies, processes, standards, work flows, and procedures related to the call center.Recommend and manage any functional area capital and operating budgets and expenditures as assigned by VP, Customer Care.Plan, acquire and ensure that team utilizes sales skills, retention skills, billing system knowledge and basic troubleshooting techniques for core video, high speed data and digital phone product lines. This knowledge can be acquired through training, online reference guides, documentation, playbooks and other sources.Establish and maintain exceptional lines of communication and professional relationships with the regional retention and sales centers, outsource companies, dispatch, payment centers, technical operations, and engineering.Report the activities of the team in an effective, accurate and timely manner. Utilize team reporting data to analyze effectiveness, results and opportunities for improvement.Utilize Regional approved practices in performing hiring, disciplinary action, staff development, goal setting, completing performance reviews and adhering to safety practices. Support policies and procedures including diversity initiatives and AA/EEO goals.Perform other duties as assigned.Support all department and company goals and objectives.
QUALIFICATIONS:Bachelor’s degree and a minimum of ten years progressive management experience is required.Minimum 5 plus years experience managing multiple consumer call centers operations required.Must have experience directly or indirectly overseeing call centers with at least 250+ seats required.Demonstrated database research and analytical skills, forecasting, trending business metrics, and statistical analysis.Proficiency in personal computer applications, as well as an understanding of CTI integration, IVR scripting and call flows, call center scheduling software and techniques required.Superior problem solving and analytical skills required.Up to date knowledge of ICOMS billing system is essential, along with the capacity to support multiple product lines required.Must possess strong leadership traits and be able to instill a customer focus in direct reports and in the agents.Knowledge of work flow and process management with a proven track record of recommending and implementing new processes is required.High level of interpersonal skills to work with both internal and external customers.Team building and motivation.Must have excellent written and verbal communication skills.Must have good organizational skills, time management skills and a proven ability to manage a technologically sophisticated call center.Requires ability to effectively communicate and coordinate with all levels of management and work within a participative, fast paced and interactive team environment.Requires valid driver’s license and good driving record.
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Finally, Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and discounted services (in specified areas). Qualified candidates should apply on-line at www.timewarnercable.com. EOE/M/F/D/V


FCC Unit_TWC: 8342
Controlling Establishment ID: 00032 - Appleton Destination Dr

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status