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Mgr, Quality Client Support

Company: Spectrum
Location: Round Rock
Posted on: October 17, 2019

Job Description:

JOB SUMMARY

Responsible for leadership of Client Success Managers that lead cross-functional/virtual teams to strategize, plan and execute a variety of program supporting voice of the customer, quality and operations. Examples might include, but are not limited to: process improvement, program design, digital services enhancements, operations proof of concepts, quality pilots and customer touch point optimization strategies across a variety of business channels. Sets support strategy and proactively manages internal support teams and supports a variety of operations teams. Responsible for communication and positioning of Behavioral Quality and Analytics within Customer Operations, Sales, Retention and other teams.
MAJOR DUTIES AND RESPONSIBILITIES

Consistently strives to improve upon existing support strategy in an effort to improve operations effectiveness, drive Quality and enhance the overall customer experience
Consults with the business regularly to identify opportunities to leverage additional technology/process to improve operational performance, mitigate risk, and improve the customer experience
Serves as escalation point for internal team members and external customers as well as cross functional team members
Effectively communicates, Quality Customer Experience (CX) and Point of Contact (POC) Strategy to management and employee groups
Oversees the Client Success Managers (CSMs) day to day function and execution against the BQOE framework
Coach and develop a team of highly skilled client success managers
Mentors leaders across the organization on how to affect positive Quality, CX / EX change

Develops, maintain, and train key stakeholders on a set of standard tools to use with external customers and internal stakeholders
Manage the change control of programs, develop process and support CSM execution targets
Manage CSMs that Implements strategic initiatives for improvements on a national scale across multiple channels
Meet with key stakeholders regularly to review the latest reports, analytics and status against the action plans. Interpret results and action accordingly
Manage the development the tools/training required to facilitate customer experience improvements/workshops
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

  • Ability to read, write, speak and understand English
  • Ability to effectively source, hire, train, build, and manage day to day operations of a dedicated Client Services team focused on Behavioral Quality and Operational Effectiveness
  • Outstanding, leadership and communication skills both orally and written and in a manner that is clear and straightforward
  • Ability to think strategically about how customer feedback can impact and organization
  • Provide innovation and strategic thought leadership to optimize customer surveys and call analytics
  • Ability to translate and develop long- and short-term business strategies to create direction for self and team
  • Ability to build and maintain strong working relationships across functional and reporting levels
  • Strong presentation skills, ability to develop presentations for multiple levels of the organization
  • Knowledge of Call Center operations
  • Experience matrix managing a team or leading a small team of direct reports, preferably in a staff support position
  • Demonstrated ability to convey complex issues and decisions to senior leadership.
  • Strong project management and cross functional team building skills
  • Strong interpersonal skills, plus proven relationship building abilities
  • Ability to work well in a fast paced, agile environment
  • Strong analytical, financial, research and organizational skills
  • Proficiency in Excel, Power Point, Word and MS Office suiteEducation
  • Bachelors degree or equivilantcombination of experience and education
  • Six Sigma Certification or extensive quality course work and experienceRelated Work Experience Number of Years
  • 6+ years of Operations leadership, project management, implementation, or strategic planning experience
  • 6+ years of Contact Center Experience
  • Learning/development, change management, and continuous employee improvement experience
  • 5+ years of Formal Consulting experience
  • 5+ years of Manager / Supervisory Experience
    WORKING CONDITIONS
  • Office environment
  • Some travel required

Keywords: Spectrum, Cedar Park , Mgr, Quality Client Support, Other , Round Rock, Texas

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