Manager, Corporate Escalations
Date Posted: November 4, 2020
Deadline: April 8, 2016
Organization: Charter Communications
City: Simpsonville, SC
Website: View Website
Skills / Abilities and Knowledge:
Ability to read, write, speak and understand English;
Ability to communicate verbally and in writing in a clear and straightforward manner;
Ability to communicate with all levels of management and company personnel;
Ability to prioritize and organize effectively;
Ability to manage and motivate others;
Ability to analyze data and develop and present data driven reports;
Ability to keep confidential matters private;
Ability to manage multiple projects simultaneously;
Mature judgement and individual initiative;
Ability to make decisions and solve problems while working under pressure;
Ability to perform duties in a fast pace environment and learn new technology;
Ability to use personal computers and software;
Proven track record of developing staff and maintaining a high standard of employee relations;
Education (level and type):
Bachelor?s degree or equivalent industry experience required.
Related Work Experience:
Cable Operations Experience 5-7 years;
Video/Data/Telephony Experience-3 years;
Supervisory Experience-3 years
Responsible for overseeing the process flow, the quality, and reporting of the escalated customer calls taken by the Corporate Escalations team. Manages the oversight of customer complaint investigation, resolution and root cause analysis. Responsible for managing Supervisory staff to provide direction to the department representatives. Position reports to the Director of Corporate Escalations.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Active participant and leader in the root cause analysis and process breakdown determinations for all formal or written Corporate Escalations.
Oversees the daily activities of the Corporate Escalation team to include coordinating work schedules and customer service performance objectives.
Conducts monthly meetings with Supervisory team, providing goals and accountability metrics to drive performance.
Documents and delivers monthly and yearly evaluation of Supervisors (implement improvement Plan when necessary).
Provides specific and constructive feedback to Supervisory staff and Management in a timely manner;
Hires, evaluates, coaches and counsels Supervisors in the performance of their duties.
Determines and implements policy and procedures for Corporate Escalations Team.
Ensures departmental standards regarding courtesy, quality and productivity are maintained and that budgeted quotas and all formal service level agreements are met; regularly documents, monitors and gives feedback to the staff members.
Interfaces with other departments through verbal and written communications to resolve complex customer situations.
Partners with key members of Legal and Regulatory to provide information needed to ensure all service level agreements are met.
Generates reports for management as needed.
Performs other duties as requested by the Director.