Business Title: Mgr, Customer Service
Posting Location: United States – Missouri – Kansas City
Posting Job Description: Job Summary
Spectrum is an award-winning company made up of friendly, energetic employees who go above and beyond to provide exceptional customer service. Our strength is in our employees. Customer loyalty is our top priority, and our employees are committed to building unique relationships in a fast-paced team environment. Spectrum encourages a positive, supportive and open culture which rewards employee accountability and grants empowerment for all members of our team. Our commitment to diversity guarantees we employ the best.
We are a spirited, vibrant, and dynamic inbound care center with a passion for world class customer service. As an award winning industry leader, our team of professionals provide an outstanding commitment to our customers by building lifelong relationships. Our Customer Care Managers serve as advocates for customers and team members. By taking the initiative to go above and beyond to support their teams by creating a friendly environment, providing coaching and development, we expect to exceed customer expectations. This position will assist in the ongoing management of all call center metrics and activities to provide world-class customer care for customers. This position will supervise Customer Care Supervisors and functions under the direct supervision of the VP of Customer Care.
Collaborate with Spectrum Care teams to identify trends in call/service reasons, resolution times, customer satisfaction results and report findings and to understand the impact of product launches, new promotions and policy and process changes.
Assist in the development and implementation of tactics in support overall Care strategy.
Maintain the Care processes and coordinate modifications through the customer care leadership team.
Manage integration and execution of new products, services and marketing campaigns
Develop, maintain and enhance highly efficient and effective customer service deliver including coordination of information flow to and from key customer touch points and Care operations teams.
Support corporate goals by facilitating innovations that promote continuous improvement and result in improved service delivery and/or reduced operating expenses.
Reinforce a culture of Care through the delivery of high performance customer care
Identify trends and improve processes including more effective workflow, integration and productivity.
Assist with planning, budgeting, implementation and cost controls.
Identify Care technology improvements and trends that will drive a cost effective, positive customer experience.
Provide executive summary of monthly key performance metrics.
Implement initiatives to drive performance in Care, Sales and other key metrics.
Coach and develop direct reports and others as needed.
Participate with cross-functional team members in issue identification, process impacts, and solution development discussions.
Build relationships with all departments to ensure alignment of projects to maintain a positive customer experience.
Work closely with Field Operations to reduce contact rates and drive single contact resolution to customer complaints or problems.
Prioritize initiative and operational work to ensure resources are properly allocated to achieve business objectives.
Influence by defining best practices, identifying technologies and contributing to knowledge capital to support strategic Care direction.
Build awareness of both Spectrum and industry best practices, be a recognized leader in the broader organization.
Assist in maintaining technical and procedural documentation and standard operating procedure manuals including online media as needed.
Champion the adoption of tools and processes that conform to Care standards and best practices as defined Care and Organizational leadership.
Provide advice and assistance in the planning, implementation, and evaluations of modifications to existing operations, systems, and procedures.
All other duties as assigned.
Ability to work in fast-paced environment while maintaining a high level of employee morale
Excellent planning and organization skills with ability to implement/track and deliver on quantitative goals/metrics
Problem solving and decision-making capabilities; strong analytical skills