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Director, Inbound Sales & Retention Operations Support

Location: Stamford
Posted on: May 13, 2022

Job Description:

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.

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.

Skills/Abilities and Knowledge

Ability to read, write, speak and understand EnglishEffective communication skills (written, presentation and facilitation)Effective Microsoft skillsDemonstrated in-depth analytical problem solving skills and conceptual skillsDemonstrated management ability and can develop and energize a multi-disciplined organizationEffective interpersonal skills and ability to effectively communicate with peers, staff and senior managementAbility to present and discuss technical, functional and management information in a clear and concise way that explains complex topics; is persuasive and promotes consensusEducation
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

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

Office environment SOP700 304288 304288BR

Keywords: SPECTRUM, Stamford , Director, Inbound Sales & Retention Operations Support, Executive , Stamford, Connecticut

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