Direct the activities of the Regional Support Center (RSC) department. Responsible for leading a team of managers to ensure adherence to all department policies and procedures while driving a high degree of professionalism and accountability. Ensure the teams maintain effective communications between Customer Operations, DOJ (day of Job), Field Technicians, ROC (Regional Operations Center), our customers and other support entities with a focus on leveraging quota management and routing functions to positively impact overall customer experience. Drive technician on-time arrival performance, and ensure timely resolution of escalations from various departments.
MAJOR DUTIES AND RESPONSIBILITIES
Optimize automated workforce management tools to improve operational efficiencies and two-way communication in the field.
Develop and deliver daily, weekly and monthly analysis for Installation, Service and Network metrics to operational management personnel.
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 RSC department.
Conduct regular meetings with fulfillment personnel 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 utilizing automated workforce Management tools
Mature judgment and the ability to direct efficiently the activities of a centralized dispatch function
Proven track record of developing staff and maintaining a high standard of employee relations
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 document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Visio, MS Project, etc.)
Knowledge of broadband products and services
Knowledge of general accounting and billing procedures
Preferred knowledge of the geographical areas to be serviced
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
Bachelors degree or the recognized equivalent in work experience
Related Work Experience Number of Years
Workforce management experience 8-10
General management experience 5
Service delivery experience 5
Exposure to moderate noise levels
For more information on Spectrums benefits, please click here.
Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. the leading broadband communications company in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. The advertising sales and production services are sold under the Spectrum Reach™ brand. News and sports networks are operated under the Spectrum Networks brand.
Our commitment to serving customers and exceeding their expectations is the bedrock of our business strategy and it’s the philosophy that guides our more than 95,000 employees.
Your next career can be as impactful as your last one. As a veteran or active military service person, you have the skills, talent, and training to make a difference at Spectrum. More than 11,000 veterans have already found a home at our advanced TV, Internet, Voice and Mobile company. You can find yours, too, in areas like Technical Operations, Field Operations, Network Operations, Construction, Engineering, Sales, and more. When you join us, you join a company dedicated to you and your success.
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