Senior Director of Call Center Operations

BRIEF JOB DESCRIPTION:
Reporting to the Vice President of Customer Care, the Senior Director Call Center Operations will be responsible for customer contact operations encompassing a 600-seat call center in Houston, TX. You will provide general support and direction to management personnel in all areas of customer service operations including Tech Support to high-speed Internet customers and phone customers at all levels up to Tier III. You will ensure the smooth operation of the department and function under your management.

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
Managing a team of Call Center Managers, Supervisors and Customer Account Executives to meet operation goals.
Make recommendations and implement changes to improve service efficiency, while maintaining budget requirements.
Oversee the CQE process that ensures a high level of customer interaction.
Possesses knowledge of P&L statements, operating policies, practices and procedures, billing systems, marketing promotions and other information directly affecting system operations.
Ensures NCTA compliance by working with corporate and division personnel in establishing quality customer service.
Demonstrates and ensures compliance with Customer Service philosophy.
Champion the Comcast Think Customer First philosophy
Operationalize strategies effecting the flow of calls/contacts, i.e., service treatments by LOB and customer segment to achieve the business objectives of Comcast. Stakeholder with key business partners, in management of the Interactive Voice Response (IVR) system, ensuring that outsource vendor relationships and available technologies are being fully leveraged to analyze/define customer behavior trends and drive continuous improvement. 35%
Provide ongoing leadership, coaching, and direction to the Call Center Operations management team. 20%
Identify needs for Customer Care technology and desktop requirements and partner with IT to develop solutions. Leverage relationships with vendors to explore/test new tools/integrations offering the ability to showcase their solutions. 15%
Assume ownership of SOURCE knowledge management tool. Responsible for content, upgrades and communication to frontline. Partner with Director of Care Support to determine content needs based on employee and customer feedback. 15%
Oversee the daily, weekly, and monthly call center metric reporting, ensuring all Call Center reporting necessary to support the business is prepared in a timely and accurate fashion. Provide reporting analysis; identify opportunities and action plans for improvement. Define and manage Service Level standards and associated communications to proactively manage service levels, maximizing Customer Satisfaction and employee productivity. 10%

Develop and maintain all business continuity plans and associated escalation procedures for the Customer Care organization. Ensure all appropriate individuals throughout the Customer Care organization are properly trained on contingency plan procedures. 5%

Other functions that may be assigned.
Punctual, regular, and consistent attendance
.

QUALIFICATIONS:

Job Experience:
- 7 years Call Center Operations experience
- 7 years Call Center Management experience

Job Skill:
- Excellent problem solving, and creative thinking abilities
- Self initiated troubleshooting and follow through abilities
- Ability to think strategically, assess and recommend solutions for short and long term impact
- Proven verbal and written communication skills
- Ability to work across and within business groups; forming organizational consensus on issues
- Demonstrated leadership and team-building skills

Leadership Competencies:
- Demonstrates intellectual ability and a high level of skill in managing and getting results in designated function
- Sets stretch goals, assigns clear authority and accountability, then holds self and others accountable for performance and meeting commitments.
- Accurately appraises the strengths and weaknesses of others and gives frequent, candid and constructive feedback.
- Tackles problems and opportunities directly and promptly and demonstrates advanced critical thinking
- Helps a person work their way through change, enlists their commitment to the change and helps them understand how to support it.
- Displays a high level of involvement and commitment to team effectiveness as a team member or leader
- Excites and inspires people to achieve the vision despite organizational changes

Formal Education/Degree:
- 4 year college degree in related field and/or equivalent experience required (MBA preferred)

Comcast is an Equal Opportunity Employer

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=509705-3-593