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Manager, Comm DeskThe Communication Desk Manager is responsible for all daily activities that function within the Communication Desk department, including managing and supervising all Communication Desk personnel to maintain the most efficient and professional operation. The Communication Desk identifies systemic issues based on customer call data and serves to coordinate communications among relevant operational and corporate groups during outages and other service-affecting issues, anywhere in Charter’s service area, until resolution is achieved. The scope of this responsibility includes working with the Networking Management team, Field Service team, Call Center team and product team to ensure proper escalations and communication of all customer facing issues. Works under little or no supervision.
Must Be Flexible on Schedule -
Normal Schedule would be Monday-Friday 10PM-6:30AM for overnights.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Supervise and manage all Communication Desk Personnel.
Coach and develop Communication Desk supervisors to achieve goals and to maximize their level of performance.
Develop effective techniques and tools to extract, correlate and analyze data from available data sources (e.g., Remedy,) to identify relevant trends, issues and problems that warrant further escalation and action.
Establish effective working relationships with counterparts throughout the company in order to enable productive execution of activities.
Evaluate existing processes to identify strengths, weaknesses, and opportunities for improvement.
Process all reviews and evaluations on a timely basis.
Review timesheets and maintain accurate and timely payroll practices.
Ensure staff familiarity with company policy issues, product knowledge and new information.
Remain available 24 hours, 7 days a week to resolve any issues that may occur.
Maintain and develop high employee morale. Provide easy opportunities for staff to provide input on all aspects of group activities, including areas of concern, suggestions for improvement, and any personal concerns. Provide regular, relevant and respectful feedback to staff.
Perform other duties as requested.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to motivate and lead a team through organizational change, while minimizing disruption; ability to educate staff to develop new skills.
Ability to work cooperatively with peers throughout the company in order to achieve required results.
Ability to work well under pressure and with minimal supervision.
Ability to communicate effectively with management, peers, and staff.
Excellent problem solving skills.
Broad knowledge of cable technologies, systems and processes.
Ability to quickly integrate new information and gain expertise, to respond quickly to rapidly evolving technologies and services.
Excellent analytical skills with the ability to extract useful information from voluminous data, correlate effects to potential causes, and investigate to identify actual causes.
Excellent coaching and mentoring skills with the ability to develop knowledge and analytical skills among a broad group of staff.
Demonstrated expertise in cable technologies.
Demonstrated ability to convey knowledge to others.
Demonstrated ability to manage complex activities, involving a team of at least 40 people.
Demonstrated ability to work cooperatively with peers in other functional groups.
Preferred Work Experience
5 years call center/communication desk management experience.
Experience training supervisors in a call center environment.
Skills/Abilities and Knowledge