Director, IBS & Retention Ops
Operations Director Job in Stamford, CT
The Dir, IBS and Retention Operations Support provides leadership, strategic direction, guidance, and coaching to support the successful development and implementation of projects and initiatives that impact our Residential and SMB Inbound Sales, Retention, Digital Sales, and Outbound Telemarketing agents and leaders. Responsible for delivering consistency and excellence in project management and operational support in order to help our Sales and Retention channels achieve their performance goals and metrics.
Manages a staff of experienced Managers and/or Business Analysts and develops strong partnerships with cross-functional teams in order to in support of department objectives. Implements and adheres to the plan defined by management, in order to mature the organization’s ability to deliver high quality service.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the employee and customer experience.
Defines, measures, analyzes, improves, verifies and controls the quality of operational procedures and practices
Responsible for development, design and management of business analytics, and analysis utilizing a business approach to management of the customer interaction through quality assurance reviews and queue purification.
Partners with Corporate Escalations to identify, design and develop business rules, or fix process breaks, end to end, for the customer facing organization.
Plays a critical role in the identification and substantiation of tools needed to improve the efficiency of the workforce.
Provides guidance on Training needs (New hire – Uptraining), communications, and leadership development.
Facilitate project management to provide overall support of the Operational Playbook. Additionally, provide oversight on the commission program.
Collaborates cross-functionally with Call Centers, Marketing, Field Operations, Operational Readiness, Product, Billing and Collection and other departments regarding key strategic issues, process development and execution.
Leads a team that understand industry trends, overall competitive responses that guide Charter’s initiatives and are implemented through a measurement-based strategy that focuses on end-to-end process improvement.
Ensures all projects incorporate knowledge management tasks in order to deliver high quality.
Provide knowledge to staff as a project deliverable.
Support IBS, Retention, Marketing and Field Operations strategy in implementing and managing processes and tools to help drive a metrics based, performance driven culture.
Effectively communicates and encourages peer-to-peer networking within and across the department.
Works to discuss and resolve employee work issues and concerns and provides continual feedback regarding the staff’s individual performances.
Establish controls that ensure staff adheres to policies, procedures, and methodologies defined by Management.
Establish timely/consistent communication of status and critical issues of all projects/programs that are managed under the group’s direction.
Utilizes management tools to monitor and manage key performance indicators.
Collaborates with Business Planning to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Effective communication skills (written, presentation and facilitation)
Effective Microsoft skills
Demonstrated in-depth analytical problem-solving skills and conceptual skills
Demonstrated management ability and can develop and energize a multi-disciplined organization
Effective interpersonal skills and ability to effectively communicate with peers, staff and senior management
Ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics; is persuasive and promotes consensus
Bachelor’s degree preferred or equivalent combination of education and experience
Required Related Work Experience and Number of Years
Business strategy development experience - 7+
Project/program management experience - 3+
Facilitation/leadership experience - 5+
Experience at large-scale process development and implementation - 7+
Preferred Skills/Abilities and Knowledge
Demonstrated organizational management skills in a highly complex, fast growing environment,
Broad understanding of business processes, challenges and opportunities
Ability to effectively adapt to and apply rapidly changing technology to business needs
Information systems and utilizing tools and techniques to effect business change
Preferred Related Work Experience and Number of Years
Experience interfacing with senior/executive leaders
Experience in the introduction of new technologies and standards
Experience with managing projects following a quality control program
Experience in organizing, planning and executing large-scale projects from conception through implementation, involving internal personnel, contractors, and vendors; ability to analyze project needs and determine resources needed to meet objectives
Full project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology
Experience in business process re-engineering or process improvement desirable, involving broad-based
Office environment SOP700 323032 323032BR