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VP, Customer Service Operations - Chat

Company: Spectrum
Location: El Paso
Posted on: September 24, 2022

Job Description:

JOB SUMMARY The VP, Customer Service - Chat Operations has responsibility for leading the Chat operations of our Customer Service organization. This position will effectively manage and execute operational improvements in all Chat functions to further enhance the customer experience. This role will lead the Chat operations to drive customer experience and productivity improvements.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Lead operational implementation of Chat initiatives

Lead and coach direct reports and team to drive optimal performance

Optimize existing processes to eliminate / automate work

De---ne program key performance indicators and metrics

Reduce current rates of support calls and task volume through implementation of upstream process/behavioral changes and/or deployment of automation / technology solutions

Develop, grow and maintain strong relationships with cross functional teams

Foster a culture of consistency, accountability and continuous improvement

Assist in the management of capital budget, operating budget, and expense management for assigned area

Perform other related duties, as assigned

REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Advanced understanding and ability to manage strategic, complex programs
Ability to provide executive leadership and direction to cross-functional and virtual teams
Ability to build high performing teams in a high growth culture
Excellent management skills leading team individuals or groups
Ability to de---ne key performance indicators and metrics
Technical expertise and understanding of business needs to lead in the planning, managing, monitoring and reporting on key projects
Ability to analyze and interpret data related to budgets, headcount, forecasting, project charters, business requirements and functional requirements
Thorough knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identi---ed
Proven success leading and implementing integration processes with key stakeholders
Solid knowledge and extensive experience with user acceptance and operational readiness testing practices
Experience leading and implementing pre and post deployment assessment and analysis
Ability to communicate orally and in writing, in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to prioritize and organize effectively

Education
Bachelor's degree required. Master's degree is preferred.

Related Work Experience10+ Years of Management/leadership experience
10+ Years of Leading business operations
10+ Years of Telecommunication, cable or wireless industries

WORKING CONDITIONS
Office environment
Some travel required

Location
Role must be located in Morrisville, NC or El Paso, TX
XCS-1 320749BR

Keywords: Spectrum, El Paso , VP, Customer Service Operations - Chat, Executive , El Paso, Texas

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