Director Customer Care Time Warner Cable Cheektowaga

Job Description
Time Warner Cable currently seeks a Director of Customer Care for our Customer Service department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. Work Location: Cheektowaga, NY Position Summary:
The Director, Customer Care will provide leadership and day to day management of the area call center in a manner consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state and federal regulations. This position has significant management responsibilities and interfaces on a daily basis with other area leaders as well as region staff in Technical Operations, Marketing, and Business Operations, Marketing.

Essential Job Functions: Responsible for day to day operations of the call center to include budget responsibilitiesOversee staff management – develop/implement staffing plans to ensure service goals are met. Ensure compliance with established policies and procedures.Evaluate, present, and drive improvement opportunities – increase overall productivity, and ensure team utilizes sales skills to effectively meet or exceed overall sales goals.Business Analysis – utilize reporting data to analyze effectiveness of tools, generate results and identify opportunities for improvement. Interfaces daily with other area leaders in Tech Ops, Marketing, Business Ops, etc…Telecommunications operations SME/Special Projects Job Requirements: 7-10 years leadership experience required.Call center management experience as well as experience with large multi-site operations, multiple call types, and complex product set requiredMust have experience managing large call centers required.High level of interpersonal skills to work with both internal and external customersProficiency in personal computer applications required, as well as an understanding of CTI integration, IVR scripting and call flows, call center scheduling software and techniques, as well as team building and motivation.Experience with telephony systems, IVR, attribute call routing, reporting, data base management and project management required.Superior problem solving and analytical skillsExcellent communications skills, both written as well as verbalComfortable working with all levels of the organizationEffectively work with a matrix organization. Education and Experience: Bachelor Degree or 10+ years of leadership call center experience required.Finally, Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and discounted services (in specified areas).