Client Reference Code: 2024-45647

Does striving for the best customer experience motivate you? Do you enjoy working in a fast-paced, collaborative environment? Organized, data-driven, and good communicator? Then working in Customer Service at Spectrum may be a great fit for you.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Customer Service teams work in support of representatives to provide exceptional support for customers. Ensuring high-functioning call centers helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As the VP, Triage and Support you will lead a team providing support to front-line Customer Service Reliability agents, managing interactions with partner organizations to resolve critical customer issues and identifying process improvement opportunities.

WHAT THE VP, TRIAGE & SUPPORT ENJOYS MOST

Drive customer experience improvements, as identified by initial focus on most-distressed customers seeking assistance. Oversee primary support for front-line Customer Service Reliability agents and key partner for Operational support teams (ROC, NFS, NOC, Comm Desk).Build, scale and lead the Triage and Support organization, integrating existing functions with new teams (triage) to deliver on Customer Service Reliability commitments (improved customer experience, fewer escalations, less operational activity); define and develop a customer-focused culture of ownership and continuous improvement.Represent and advocate for the customer by understanding needs/pain points and providing specific examples from varied sources (Customer Service, NPS Insights, Social Media, CCED), represent Customer Service Reliability (and Customer Operations) in executive meetings, and refines and enforce interface agreements with boundary partners.Lead Business Process Improvement and Implementation teams to identify patterns across customer segments which are driving service reliability issues, and monitors “treated customer” populations (e.g., speed delivery commitment) to ensure customers return to BAU treatment at conclusion of distress issue.

On a typical day you’ll focus on customer issues (e.g., high contact, repeated and/or persistent service-related issues) and work across department lines as primary liaison with stakeholders/boundary partners in Network Operations, Product, Field Operations, and Technology, handling single-customer incidents for Video, Internet, and WiFi.

WHAT YOU’LL BRING TO SPECTRUM

Education: Bachelor’s degree in business or related field; equivalent experience Experience: 10+ years people leadership experience; 12+ years Customer Operations experienceSkills: Expertise in call center management, customer operations, and corresponding technology systemsAbilities: Ability to collaborate, influence and build strong relationships with multiple stakeholder groups in a matrixed organization; Ability to communicate verbally, in writing, and through formal presentations across all organizational levels, including the ability to influence senior management and translate complex concepts for broader audiences; Ability to lead a large, multi-level team engaged on multiple complex projects.Travel: As Required

SPECTRUM CONNECTS YOU TO MORE

Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the companyLearning Culture: We invest in your learning, and provide paid training and coaching to help you succeedSupportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeedTotal Rewards:See all the ways we invest in you—at work and in life

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Job Code : XCS004

2024-45647
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13554 Business Unit: Customer Operations Zip Code: 33637

Who You Are Matters Here

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