JOB SUMMARY

Manages, coaches, and develops teams to provide pre and post-sale customer support. Ensures adherence to Charter policies and processes, correct utilization of tools and systems, and accurate and complete information capture. Recommends changes to policies, processes, and procedures that will enhance the customer or employee experience, as well as the efficiency and effectiveness of the department. Ensures that accuracy, speed, and volume goals are met.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Manages multiple teams as they assess and resolve work orders (e.g. construction, trouble calls, installations, etc.), to foster a positive customer experience, and efficient and effective operations.

Collaborates with external stakeholders to ensure understanding of and compliance with internal policies and procedures. Identifies and develops ways to enhance sales support.

Collaborates with stakeholders to refine and implement new processes and technology.

Serves as subject matter expert to assist development and implementation of new products, policies, processes, procedures and systems. Identifies issues and drives resolution.

Recruits, hires, trains and manages supervisors and other team members. Guides and directs their hiring and personnel management practices.

Conducts calibration sessions with other personnel to promote quality and process compliance and to improve department performance.

Manages team activities and implements team schedules and adherence.

Designs and manages internal control procedures, including quality checks (QCs) on completed work.

Reviews and assesses team performance. Develops and implements action plans to improve performance.

Takes active role in the development of training material.

Manages a portfolio of projects, including data gathering, analysis, planning, presenting, implementation, and post-implementation impact assessment. Takes into account the impact of decisions on other departments.

Assists with business plans and strategies.