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Director Business Ops Carolina Job
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Charlotte, North Carolina |
About this job
Posting Job Title: Director Business Ops Carolina
Requisition #: 170066BR
Posting Location: Charlotte, NC, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Director Business Operations for Carolina Market . Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Oversee Care Support Operations in Carolina's Market Customer Care to include eWFM, Reporting & Analysis, and Project Management to ensure all Key Operating Metrics and goals are achieved.
Oversee market-wide (Charlotte, Greensboro, Raleigh) call volume forecasting and scheduling including coordination with Care shared services on outsource planning to ensure intra-day, daily, weekly and monthly service level is achieved.
Oversee reporting and analytical functions team to ensure internal customer required reports covering all functional areas of Call Center Operations are produced on time.
Partner with business users to review data trends and collaborate on drivers and methods to improve productivity and reduce expense.
Proactively review KPI's and recommend to the business users methods and procedures to improve the customer experience through improved technology and resource deployment.
Oversee Traffic Desk function and real-time monitoring of call volume for multiple locations.
Manage monthly P&L results and variance objectives for the call center operation.
Partner with Care Shared Services, Tech Ops, Finance, IT, Communications, Engineering and Enterprise PMO team to ensure cross functional alignment with Care initiatives.
Care project support, i.e. preparing for Market Reviews, Process Standardization, and call center virtualization. This incumbent will be responsible for pre and post project planning, reporting, communication and ensuring flawless implementation.
Work closely with call center management teams to coordinate activities to determine opportunities for improvements to be derived from changes in call management, staffing schedules, processes, training and/or technological advances.
Travel to local call centers in Charlotte, Greensboro and Raleigh is required as needed.
QUALIFICATIONS:
Bachelor's degree preferred.8-10 years of call center experience required to including lead of large-scale high volume environment and/or senior level experience.Workforce management forecasting and scheduling required multiple large call centers required.Previous experience and familiarity with ICOMs and QA software is preferred.Experience with ACD technology in addition to call monitoring and workforce management programs required.Annual budget experience required.Project improvement & implementation required.The ideal candidate will be a strong leader with a proven track record in team building and motivation of a diverse work group. Strong organizational skills as well as superlative written and verbal communication skills are also required. Prior experience preparing and managing budgets is also desired.
FCC Unit_TWC: 0589
Controlling Establishment ID: 00019 - Charlotte Arrowood Rd
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
TWCCCS880
Requisition #: 170066BR
Posting Location: Charlotte, NC, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Director Business Operations for Carolina Market . Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Oversee Care Support Operations in Carolina's Market Customer Care to include eWFM, Reporting & Analysis, and Project Management to ensure all Key Operating Metrics and goals are achieved.
Oversee market-wide (Charlotte, Greensboro, Raleigh) call volume forecasting and scheduling including coordination with Care shared services on outsource planning to ensure intra-day, daily, weekly and monthly service level is achieved.
Oversee reporting and analytical functions team to ensure internal customer required reports covering all functional areas of Call Center Operations are produced on time.
Partner with business users to review data trends and collaborate on drivers and methods to improve productivity and reduce expense.
Proactively review KPI's and recommend to the business users methods and procedures to improve the customer experience through improved technology and resource deployment.
Oversee Traffic Desk function and real-time monitoring of call volume for multiple locations.
Manage monthly P&L results and variance objectives for the call center operation.
Partner with Care Shared Services, Tech Ops, Finance, IT, Communications, Engineering and Enterprise PMO team to ensure cross functional alignment with Care initiatives.
Care project support, i.e. preparing for Market Reviews, Process Standardization, and call center virtualization. This incumbent will be responsible for pre and post project planning, reporting, communication and ensuring flawless implementation.
Work closely with call center management teams to coordinate activities to determine opportunities for improvements to be derived from changes in call management, staffing schedules, processes, training and/or technological advances.
Travel to local call centers in Charlotte, Greensboro and Raleigh is required as needed.
QUALIFICATIONS:
Bachelor's degree preferred.8-10 years of call center experience required to including lead of large-scale high volume environment and/or senior level experience.Workforce management forecasting and scheduling required multiple large call centers required.Previous experience and familiarity with ICOMs and QA software is preferred.Experience with ACD technology in addition to call monitoring and workforce management programs required.Annual budget experience required.Project improvement & implementation required.The ideal candidate will be a strong leader with a proven track record in team building and motivation of a diverse work group. Strong organizational skills as well as superlative written and verbal communication skills are also required. Prior experience preparing and managing budgets is also desired.
FCC Unit_TWC: 0589
Controlling Establishment ID: 00019 - Charlotte Arrowood Rd
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
TWCCCS880