Direct the activities of the Day of Job (DOJ) department. Responsible for leading a team of managers to ensure adherence on all department policies and procedures while driving a high degree of professionalism and accountability. Ensure the DOJ team maintains effective communication between the Field, Regional Control Center (RCC), Regional Operations Center (ROC), IT, and CARE with a focus on providing the Commercial and Residential Field Technicians with technical support on both activations and repairs along with administrative dispatch assistance. Responsible for the daily management of the Day of Job Call Center that provides an effective and responsive customer experience to our Field Service Technicians.
MAJOR DUTIES AND RESPONSIBILITIES
Direct Day of Job (DOJ) employees providing residential and business support for operational fulfillment and troubleshooting of Charter's internet, video, and telephone services.
Direct the daily activities of a Day of Job (DOJ) call center to ensure all defined methods, policies, processes, and training are properly followed to process and troubleshoot service orders.
Develop departmental goals; monitor, manage and provide analytical reporting on goals to ensure all performance standards are met.
Drive results in all Day of Job department performance metrics to include order processing performance metrics, phone stats performance metrics, call monitoring, error rates, completion rates, call reduction, and jeopardy resolution and customer service responsiveness.
Participate and contribute to standardization and strategic initiatives regarding fulfillment activities.
Attract and retain a highly effective managerial staff through optimum selection, training and development, appraisal and motivation techniques.
Execute Company plans, programs and objectives.
Monitor fulfillment productivity in accordance with established policy to assure adherence and completeness in all transactions.
Prepare and control operating budget for DOJ department.
Conduct regular meetings with DOJ employees to maintain two-way communication and achievement of departmental objectives.
Identify trends and create action plans to mitigate risk.
Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals.
Establish positive employee relations through effective communication and ongoing support.
Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.
Evaluate current processes and procedures and identify areas needing improvement or simplification; leads the corresponding process improvement activities and assesses actual improvements realized.
Translate high level business requirements into functional specifications, and direct ensuing changes.
Perform other related duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
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 define key performance indicators / metrics
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Telephone Billing Systems, etc.)
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Mature judgment and the ability to direct efficiently the activities of a centralized DOJ/Dispatch function
Proven track record of developing staff and maintaining a high standard of employee relations
Knowledge of call center reporting and call monitoring methods
Knowledge of all functions and related tasks in the area of telephone service delivery
Knowledge of telephone products and services
Knowledge of service trouble shooting diagnostic procedures
Knowledge of IP network architecture, equipment, and software
Knowledge of telephone switch activation requirements and software
Knowledge of telephone network element activation requirements and software
Knowledge of general accounting and billing procedures
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Bachelor's degree or the recognized equivalent in work experience
Related Work Experience Number of Years
Cable/internet industry experience 7
Telecommunications experience 7
Customer service experience in call center environment 8-10
Service Delivery experience 5
General management experience 5
Exposure to moderate noise level
CSD700 289785 289785BR