Director, Inbound Sales & Retention Operations Support

Company: SPECTRUM
Location: Stamford
Posted on: October 16, 2020

Job Description:

JOB SUMMARY
The Spectrum Director for IBS and Retention Operations Support provides 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
Responsible for development, design and management of business analytics, and analysis utilizing a business approach to management of the customer interaction through quality assurance reviews and queue purification.

Partners with Corporate Escalations to identify, design and develop business rules, or fix process breaks, end to end, for the customer facing organization. This position plays a critical role in the identification and substantiation of tools needed to improve the efficiency of the workforce.

Provides guidance on Training needs (New hire - Uptraining) and leadership development. Facilitate project management to provide overall support of the Operational Playbook. Additionally, provide oversight on the commission program.

Collaborates cross-functionally with Call Centers, Marketing, Field Operations, Operational Readiness, 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.

Knowledge to staff as a project deliverable.

Support IBS, Retention, Marketing and Field Operations strategy in implementing and managing processes and tools to help drive a metrics based, performance driven culture.

Effectively communicates and encourages peer-to-peer networking within and across the department.

Works to discuss and resolve employee work issues and concerns and provides continual feedback regarding the staff's individual performances.

Establish controls that ensure staff adheres to policies, procedures, and methodologies defined by Management.

Establish timely/consistent communication of status and critical issues of all projects/programs that
are managed under the group's direction.

Utilizes management tools to monitor and manage key performance indicators.

Collaborates with Business Planning to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Exceptional communication skills (written, presentation and facilitation)
Above average Microsoft skills
Strong analytical problem solving skills and conceptual skills
Exceptional management ability and can develop and energize a multi-disciplined organization
Excellent interpersonal skills and ability to effectively communicate with peers, staff and senior management
Ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics; is persuasive and promotes consensus

Education
Bachelor's degree preferred or equivalent combination of education and experience

Related Work Experience
7+ years: Business strategy development experience
3+ years: Project/program management experience
5+ years: Facilitation/leadership experience
7+ years: Experience at large-scale process development and implementation

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Demonstrated organizational management skills in a highly complex, fast growing environment,
Highly flexible, creative and inquisitive
Proven experience interfacing with senior/executive leaders
Broad understanding of business processes, challenges and opportunities
Broad experience in the introduction of new technologies and standards
Ability to effectively adapt to and apply rapidly changing technology to business needs
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
Information systems and utilizing tools and techniques to effect business change

WORKING CONDITIONS
Office environment

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