Director Corporate Escalations
Company Name:
Charter Communications
## Description
JOB SUMMARY Responsible for directing, overseeing and managing the strategy, process and day-to-day operational handling of all Customer initiated Corporate Escalations. Directs the oversight of customer complaint investigation, resolution and root cause analysis. Establishes a customer complaint trend analysis to assess and prioritize process breaks as well as ensure business leaders take ownership for implementing fixes to identified process breakdowns. Utilizes knowledge obtained from trend analysis to drive customer experience improvements.
MAJOR DUTIES AND RESPONSIBILITIES _Actively and consistently support all efforts to simplify and enhance the customer experience._
Leads the strategy to establish business rules for receiving, investigating and resolving all corporate customer escalations.
Designs and implements tools and methodologies to capture and analyzes customer complaints.
Understands the big picture and has the ability to hone in on the specific customer escalations and identifies the fundamental root causes that drove the issue and collaborates with senior management to implement necessary process and systems changes to eliminate such issues in the future.
Establishes internal and cross functional SLAs; monitors performance and drive operational improvements.
Interfaces with senior leadership within Customer Service, Technical Operations, Marketing, Legal and Regulatory to resolve complex customer situations.
Establishes efficient and effective corporate escalation tracking, customer communications and communications with internal management.
Generates executive level reporting and hold monthly reviews with executive management.
Proactivley drives continuous process and systems improvements and lead other initaitves designed to enhance the customer experience and reduce customer complaints.
Fosters a culture of consistency, accountability and continuous improvement.
Attracts and retains highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
Assists in the preparation and management of capital budget, operating budget, and expense management for assigned area.
Performs other related duties, as assigned.
REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge _Ability to read, write, speak and understand English_Ability to communicate orally and in writing, in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to define key performance indicators / metrics
Ability to communicate with all levels of management and company personnel
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Mature judgment and individual initiative
Ability to supervise and motivate others
Ability to use personal computer and software
Proven track record of developing staff and maintaining a high standard of employee relations
Education Bachelor''s degree or equivalent industry experience required. Master's degree preferred.
Related Work Experience Number Of Years Cable Operations Experience 10-12
Cable Industry Leadership Experience 8-10
General Management Experience 8-10
WORKING CONDITIONS Office environment
Some travel required
## Qualifications
Primary Location: US-South Carolina-SIMPSONVILLE
Req ID: 1406890Estimated Salary: $20 to $28 per hour based on qualifications.
Charter Communications
## Description
JOB SUMMARY Responsible for directing, overseeing and managing the strategy, process and day-to-day operational handling of all Customer initiated Corporate Escalations. Directs the oversight of customer complaint investigation, resolution and root cause analysis. Establishes a customer complaint trend analysis to assess and prioritize process breaks as well as ensure business leaders take ownership for implementing fixes to identified process breakdowns. Utilizes knowledge obtained from trend analysis to drive customer experience improvements.
MAJOR DUTIES AND RESPONSIBILITIES _Actively and consistently support all efforts to simplify and enhance the customer experience._
Leads the strategy to establish business rules for receiving, investigating and resolving all corporate customer escalations.
Designs and implements tools and methodologies to capture and analyzes customer complaints.
Understands the big picture and has the ability to hone in on the specific customer escalations and identifies the fundamental root causes that drove the issue and collaborates with senior management to implement necessary process and systems changes to eliminate such issues in the future.
Establishes internal and cross functional SLAs; monitors performance and drive operational improvements.
Interfaces with senior leadership within Customer Service, Technical Operations, Marketing, Legal and Regulatory to resolve complex customer situations.
Establishes efficient and effective corporate escalation tracking, customer communications and communications with internal management.
Generates executive level reporting and hold monthly reviews with executive management.
Proactivley drives continuous process and systems improvements and lead other initaitves designed to enhance the customer experience and reduce customer complaints.
Fosters a culture of consistency, accountability and continuous improvement.
Attracts and retains highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
Assists in the preparation and management of capital budget, operating budget, and expense management for assigned area.
Performs other related duties, as assigned.
REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge _Ability to read, write, speak and understand English_Ability to communicate orally and in writing, in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to define key performance indicators / metrics
Ability to communicate with all levels of management and company personnel
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Mature judgment and individual initiative
Ability to supervise and motivate others
Ability to use personal computer and software
Proven track record of developing staff and maintaining a high standard of employee relations
Education Bachelor''s degree or equivalent industry experience required. Master's degree preferred.
Related Work Experience Number Of Years Cable Operations Experience 10-12
Cable Industry Leadership Experience 8-10
General Management Experience 8-10
WORKING CONDITIONS Office environment
Some travel required
## Qualifications
Primary Location: US-South Carolina-SIMPSONVILLE
Req ID: 1406890Estimated Salary: $20 to $28 per hour based on qualifications.
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