Sr Mgr, Desktop Applications

Spectrum

Client Reference Code: 203991
JOB SUMMARY
Provides leadership and oversight for desktop tools used by call center agents within Customer Operations. Assists with the strategic development and implementation of the most effective, centralized desktop portal toolset to drive a superior customer experience. Acts as an integral part of the Customer Operations Technology Leadership team to drive desktop tool and application improvements resulting in a streamlined experience in the customer experience across multiple call centers.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.

  • Serve as point of contact overseeing tool enhancements and desktop portal applications, including planning and development of system capabilities, consistent with Charter plans and strategic initiatives.
  • Assist with the identification, analysis, evaluation and implementation of standardized processes and procedures in identified areas of the business.
  • Ensure processes meet or exceed technical and business requirements.
  • Establish and manage user groups to meet and provide feedback on appropriate tools.
  • Track and promote productivity and efficiency.
  • Actively support all efforts to simplify, automate and enhance the desktop tool set for call center employees.
  • Serves as the point of contact overseeing tool enhancements from intake to release.
  • Assist with the identification, analysis, evaluation and implementation of standardized processes and procedures in identified areas of the business.
  • Ensure processes meet or exceed technical and business requirements.
  • Establish and manage user groups to meet and provide feedback on appropriate tools. Track and promote productivity and efficiency.
  • Assist with the documentation development on the recommended use of tools, including process flows, training materials and reporting.
  • Actively supports all technology requirements to drive effective and efficient process execution for Customer Operations.
  • Work closely with product development teams to understand and participate in product planning and process to ensure product, call center tools and process roadmaps are aligned
  • Guides management, oversight, planning and roll-out of desktop tools, consistent with Charter business plans and strategic initiatives.
  • Provide operations leadership in desktop integration efforts and implantation across charter customer service centers.
  • Provide leadership and direction to development teams on existing technologies and current operational initiatives.
  • Stays aware of emerging software technology vendors to ensure Charter provides leading-edge desktop solutions in a customer service environment.
  • Provides strategic guidance to Charter leaders regarding the effective use of desktop software technology.
  • Identify and pursue solutions to business needs vis-à-vis desktop software technologies.
  • Establish, implement and provide an ongoing evaluation of Desktop tools and business solutions to promote and achieve rationalization.
  • Evaluate strategic initiatives/business solutions and consult with all levels of leadership to communicate program strategy, direction and changes to achieve integrated business platforms for new Charter
  • Keeps abreast of evolving desktop technologies with an emphasis on emerging web technologies that enable customers to interact with Charter’s infrastructure systems.
  • Partners with the Charter IT and desktop development teams to outline business needs and build the Charter desktop strategic plan, as it relates to the roadmap for the desktop applications.
  • Actively and consistently support all analytics tools and technology requirements to track agent performance on key performance indicators and process/ quality compliance metrics.
  • Manage, coordinate and communicate technical pilot and deployment activities of tools across teams in customer operations organization.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Understanding of the TV, Internet, and Phone businesses and processes including; web /customer interaction, order fulfillment (order capture through cash generation including order provisioning management), CSR desktop tools, CSR performance tools
  • Understanding of billing system enterprise software systems
  • Understanding of computer information technology, including relational database technology, 3-tiered client server technology, SOA, IP, web
  • Experience using web technology to enhance the customer experience
  • Familiarity with latest emerging technologies and possess ability to leverage billing, desktop, and provisioning systems to support those emerging technologies
  • Skilled in the desktop space
Education
Bachelor Degree in Computer Science, Management Information Systems, Business Management or related field or work experience

Related Work Experience – Number of Years
IT desktop application development experience – 8+
TV, Internet, Voice Telecom experience – 5+
Product Management experience – 3+
Technical Support or Call Center technology leadership – 3+
Prior Leadership – 3+
Business Intelligence Solution Delivery experience – 1+

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to positively influence and persuade
  • Acts independently or with limited direction
  • Effective communications skills, including writing and presentation skills
  • Ability to plan, prioritize and organize effectively
  • Knowledge of cable services or industry experience
  • Strong ability to convert high level problem statements into effective business solutions using technology
WORKING CONDITIONS
  • Office environment
  • Some travel required



EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
Job Code : TWCCSU615 Sr Mgr, Desktop Applications Exempt

203991BR

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