Date posted 01/21/2020Requisition Number: 255847BRLocation: United States - Missouri - St AnnArea of Interest: Customer Operations, Customer Service, MobilePosition Type: Full Time
JOB SUMMARY Responsible for directing the service delivery of mobile, residential and business services for operational fulfillment and troubleshooting teams in support of Charter’s Internet, Video, and Telephone services; includes performing advanced cross platform service activation and repair or exceptions management activities consisting of triaging and resolution of complex tiered and customer reported issues. Also includes assisting in order processing fallout, local number portability, and E911. Work daily with teams such as Customer Service, Dispatch, NOC, TAC, Field Operations and Sales to increase efficiencies to reduce customer service issues.
MAJOR DUTIES AND RESPONSIBILITIES Lead the Provisioning Activations Center (PAC) and Mobile Activation Center (MAC) employees supporting order processing and activation support for residential and business service activations, changes of services, and troubleshooting.
Responsible for all PAC/MAC service delivery teams including: customer contact, QC, provisioning activation, and provisioning and device provisioning troubleshooting.
Ensure service delivery related process development and training timeliness are met as new products, processes, and systems are launched.
Develop departmental goals; monitor and manage goals to ensure all performance standards are met.
Manage various automation projects, maintenance activities and changes to ensure POC/PAC team readiness.
Ensure that the PAC/MAC teams are able to support new Charter Business activities along with the continued support of existing residential activities.
Work with Legal/Regulatory to ensure internal and external FCC requirements are met.
Develop and deliver daily, weekly and monthly analyses for installation, service and network metrics to operational management personnel across all regions.
Participate and contribute to focus on excellence initiatives regarding fulfillment and repair activities.
Conduct regular meetings with PAC/MAC personnel to maintain two-way communication and achievement of departmental objectives.
Hire, evaluate, coach and develop management team in the performance of their duties.
Assist with the budget process; manage departmental expenditures, maintaining budgeted guidelines.
Perform other duties as required.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to project manage Proven track record of developing staff and maintaining a high standard of employee relations Ability to implement cross-functional change Ability to use personal computer and software applications (project mgmt, spreadsheet, billing systems, etc.) May require knowledge of IT systems, workflow and end-to-end provisioning process flows
Education Bachelor’s degree in business or related field or equivalent experience
Related Work Experience Number of Years Cable/internet industry experience 8+ Telecommunications experience 8+ Management experience 8+
PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Knowledge of all functions and related tasks in the area of activation and troubleshooting provisioning Knowledge of complex data and telephone products, PRI, Centrex, T1, Fiber Knowledge of telephone, cable and Internet products and services Knowledge of Local Number Portability (LNP) Knowledge of directory listing and assistance practices Knowledge of E911, CARE, LIDB and CNAM services Knowledge of telephone regulations for customer service and service activation Knowledge of general accounting and billing procedures Knowledge of Call Center management and reporting
Related Work Experience Number of Years Technical call center management experience or 7+ equivalent
WORKING CONDITIONS Manage multiple offices Office environment Exposure to moderate noise levels Travel 25% - 50%
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
Internal Number: 255847BR
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