Director, External Operations Job

Posting Job Title:Director, External Operations
Requisition #: 168207BR
Posting Location: Colorado Springs, CO, US
Alternative Locations: United States - California - Los Angeles, United States - New York - New York, United States - North Carolina - Charlotte;New York, New York, United States;Charlotte, North Carolina, United States
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Job Title: Director, External Operations - Enterprise
Reports To: Group Vice President, Care Shared Services
Location: Open to all TWC locations

Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting more than 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and, through its NaviSite subsidiary, managed and outsourced information technology solutions and cloud services. Time Warner Cable Media, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at www.twc.com , www.twcbc.com , www.navisite.com , and www.twcmedia.com .


Position Summary

The objective of the Director, External Operations - Enterprise position is to oversee and direct operations of outsourced sites and related vendors in support of enterprise-wide (vs. Market specific) programs, like Inbound Sales, etc. Specifically, the Director is accountable for ensuring that their sites operate in a manner consistent with TWC expectations and that performance is at or better than established goals across all KPIs.
We are open to this role being located in any major TWC location.

Responsibilities/ObjectivesThis position directly impacts our ability to meet and exceed our daily Key Performance Indicator targets for the business(es) that roll up under this position. The long-term impact of this job includes influence on site and vendor strategy as it relates to the performance of the sites they are responsible for managing - successful sites can handle more volume, and unsuccessful sites have to be ramped down, putting significant pressure on this individual to support the long-term strategic plan involing the vendors and sites they oversee.This job involves significant decision making autonomy. Typically, this position will handle all performance management and provide all day-to-day direction, through the vendor managers, for the sites they are responsible for leading. This is all with very little direct supervision, requiring this person to make decisions on their own, often in real-time, that can have a significant impact on the performance of their team and on the programs they are responsible for overseeing.The degree of complexity within this position is significant typically involving multiple vendor partners, multiple lines of business (queues) with varied goals and performance requirements, across multiple sites, governed by multiple agreements, and all requiring often real-time or near-real time decision making and leadership challenges. Adding to that complexity is the fact that the operations this position is responsible for will typically span multiple countries, multiple time zones, and will require interaction with multiple sets of key stakeholdersPosition is directly responsible for the expenses associated with roughly 3,000 outsourced agents. Position is indirectly responsible for the performance of the entire enterprise program they support (i.e. handling large portions of things like Sales volume means that the performance of this position will have a direct impact on the Sales teams ability to hit growth, Revenue, and Expense targets.
Candidate Profile

The ideal candidate for this role will have significant expertise in the management of outsourced and centralized call centers, as well as capacity and workforce planning, within the Cable or Telecommunications industry.
Executive level call center management, outsourced operations and strategy, large operations with multiple sites, geographically dispersed team management.Knowledge of telephony systems, IVR, call routing, executive level capacity and workforce planning, budget preparation, and presentation, forecasting and scheduling, reporting, databases, and project management.Ability to travel internationally and domestically on a regular basisMust be results oriented and data drivenExcellent written and oral communication skillsProven presentation skills, including preparation and delivery of complex subject matter and content requiring difficult decisionsHigh degree of initiative and proven self-starterComfortable at all levels, including the most senior levels within the organizationAbility to excel in a matrix organizationProven ability to ensure responsibility and accountability for commitments, deliverables, and deadlines for self and teamEducation Requirements:

Bachelor ' s Degree

Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, free cable (in specified areas).

EOE/M/F/D/V

FCC Unit_TWC: 6329
Controlling Establishment ID: 00325 - Colorado Springs Bijou St

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