Director, Inbound Sales & Retention Operations Support
Company: SPECTRUM
Location: Stamford
Posted on: May 13, 2022
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Job Description:
JOB SUMMARY
The Director for Inbound Sales and Retention Operations Support
provide leadership, vision, and strategy to support the
implementation of all Operations initiatives and projects.
Understand how to define measure, analyze, improve, verify and
control the quality of relevant operational procedures.
Manages a staff of experienced Managers and Business Analysts in
support of Operation-'s initiatives. Implements and adheres to the
plan defined by management, in order to mature the organization-'s
ability to deliver high quality service.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and
enhance the customer experience.
Support Inbound Sales, Digital Sales Center, and Outbound
Telemarketing strategy across Residential and Small Business lines
of businesses; implement and manage processes and tools to help
drive a metrics based, performance culture.
Assist senior leadership in attaining operational objectives by
supplying relevant analysis of operation performance data; develop
recommendations and action plans to address issues, including
quality, productivity and fiscal objectives.
Collaborates with Business Planning to prepare/manage operational
budgets and variances, conduct return on investment analysis on
operational initiatives and track/report on variances.
Participate in the design and implementation of policies and
procedures across multiple functions within call center
operations.
Plays a critical role in the identification and substantiation of
tools needed to improve the efficiency of the workforce.
Establish timely/consistent communication of status and critical
issues of all projects/programs that are managed under the group-'s
direction.
Provides guidance on Training needs (New hire -- Uptraining) and
leadership development.
Collaborates cross-functionally with Call Centers, Marketing, Field
Operations, Operational Readiness, and Product, Billing and
Collection and other departments regarding key strategic issues,
process development and execution.
Leads a team that understand industry trends, overall competitive
responses that guide Charter-'s initiatives and are implemented
through a measurement-based strategy that focuses on end to end
process improvement.
Ensures all projects incorporate knowledge management tasks in
order to deliver high quality.
Provide knowledge to staff as a project deliverable.
Effectively communicates and encourages peer-to-peer networking
within and across the department.
Establish controls that ensure staff adheres to policies,
procedures, and methodologies defined by Management.
Utilizes management tools to monitor and manage key performance
indicators.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Bachelor-'s degree preferred or equivalent combination of education
and experience
Related Work Experience
Business strategy development experience - 7+ years
Project/program management experience - 3+ years
Facilitation/leadership experience - 5+ years
Experience at large-scale process development and implementation -
7+ years
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Demonstrated organizational management skills in a highly complex,
fast growing environment,
Broad understanding of business processes, challenges and
opportunities
Ability to effectively adapt to and apply rapidly changing
technology to business needs
Information systems and utilizing tools and techniques to effect
business change
Related Work Experience
Experience interfacing with senior/executive leaders
Experience in the introduction of new technologies and
standards
Experience with managing projects following a quality control
program
Experience in organizing, planning and executing large-scale
projects from conception through implementation, involving internal
personnel, contractors, and vendors; ability to analyze project
needs and determine resources needed to meet objectives
Full project life cycle experience with both custom development and
package-based application deployment, including experience working
within a formal systems development life cycle methodology
Experience in business process re-engineering or process
improvement desirable, involving broad-based
WORKING CONDITIONS
Office environment SOP700 304288 304288BR
Keywords: SPECTRUM, Stamford , Director, Inbound Sales & Retention Operations Support, Executive , Stamford, Connecticut
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