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Mgr, RSC

JOB SUMMARYMgr, Regional Support Center (RSC) is responsible for ensuring the proper communication and distribution of technical support for all customers requiring service or requesting installation. Controls and ensures the availability for same day/next day service and installation. Manages and coordinates technical workforce job completion, customer complaint resolution and oversees improvement in customer satisfaction and technician satisfaction. Works daily with customer service, ROC and technical operations teams to promote teamwork, and increase efficiencies to reduce customer service problems. Drives performance and field productivity.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and enhance the customer experience.Manages team of RSC personnel responsible for directing service and installation technicians to complete daily work assignments within the scheduled timeframes.Optimizes utilization of all mobile workforce tools and call center applications to maximize performance in the RSC and field.Ensures RSC team has properly recorded technician transactions in cable billing system.Reviews quota statistics and oversees quota management.Assists in the implementation of new policies, procedures and changes.Tracks and reports on RSC supervisor and technician performance.Maintains focus on pending activity to provide a quality experience for customers.Develops and delivers daily, weekly and monthly analysis of data related to quota activity and field productivity for operational management personnel.Supports field operations to drive productivity. Suggests operational changes that may improve tech productivity as well as customer experience.Monitors real time call flow, inbound RSC availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.Monitors RSC calls for quality assurance and coaches for improvement when training, process or attitude issues are identified.Reviews service pool and flags any potential service interruptions.Communicates service interruptions to customer service, customers, ROC and field technical staff. Controls service and installation availability by communicating with field supervisors and adjusting tech assignments to accommodate customer demand.Hires, trains and evaluates Workforce personnel; oversees scheduling of workloads and instructs and assists WF personnel as necessary. Interact with contractors to ensure appropriate work calendars are submitted and quota is allocated.Participates in labor forecasting. Works closely with management of customer service, telephony (where applicable), and high speed data account representatives regarding issues related to quality assurance and training of account representatives.Ensures compliance with NCTA standards.Attracts and retains a highly effective supervisory staff through optimum selection, training and development, appraisal and motivation techniques.Plans, develops and administers programs in adherence with divisional objectives.Performs other duties as requested by supervisor.REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge Ability to read, write, speak and understand EnglishAbility to communicate orally and in writing in a clear and straightforward mannerAbility to effectively coach to peak performanceAbility to effectively delegate tasks and follow up to insure successful completionAbility to handle multiple projects and tasks Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule formAbility to prioritize and organize effectivelyAbility to solve practical problems and deal with a variety of concrete variables in situations where onlylimited standardizations existsAbility to supervise and motivate othersKnowledge of Charter Communications products and services Advanced knowledge of utilizing automated workforce management toolsPreferred knowledge of the geographical areas to be servicedMature judgment and the ability to direct efficiently the activities of a centralized workforce functionProven track record of developing staff and maintaining a high standard of employee relationsRequires adherence to Spectrum Code of Business ConductPosition must assist in maintaining the confidentiality of customer and business data at all timesEducation Associate’s degree or equivalent experience required; Bachelor’s preferredNCTI System Technician Course or equivalentNCTI Customer Service Course or equivalentNCTI Technology for non-technical personnel or equivalentNCTI System Overview or equivalentSCTE Certification PreferredRelated Work Experience Number of YearsDispatch or customer service experience 5Workforce management experience 3General management experience 2Service delivery experience 5Two-way services experience (HSI, VOD, or Phone) 3
WORKING CONDITIONS Office environmentExposure to moderate noise levels