Cable ONE

Customer Care Operations Manager

Cable ONE

full-time

Posted on:

Location Type: Hybrid

Location: Prescott • Arizona • United States

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About the role

  • responsible for the day-to-day operations of the Virtual Contact Center (VCC)
  • works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation
  • ensures a positive customer journey and experience
  • partners with Director Customer Operations to execute new strategic initiatives for the Customer Operations Department
  • collaborates with departments across the organization to put internal and external best practices in place for new processes, product implementations and launches
  • ensures all projects, initiatives, and processes are in conformance with established policies and objectives of the Customer Operations
  • directs multiple concurrent cross-departmental improvements and enhancements to processes
  • takes ownership of any escalations related to Customer and Virtual Operations, while working across departments to solve problems
  • participates in project meetings, both internally and externally to ensure accurate business requirements are met, required resources are secured, and quality assurance testing is executed
  • manages performance and billing with outsource partnerships and vendors as related to 3rd party phone representatives
  • takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.

Requirements

  • Associate's Degree A.A. or equivalent from two-year college or technical school required
  • Bachelor's Degree preferred
  • 5 years or more Call Center Management Experience required
  • Project Management and Operations Management Experience preferred
  • Proficiency in Excel, Microsoft Teams, Power BI
  • Must have excellent time management skills to balance many tasks and communication pieces constantly
  • Must be a self-starter who can move projects forward with limited guidance
  • Must have demonstrated interpersonal, team building, and communication skills
  • Must have a technical mindset and ability to assist with solving technical problems
  • Must have basic understanding of project management and change management.
Benefits
  • a thriving and rewarding career
  • respect for the communities where they live and work
  • a focus on health and wellness
  • an excellent work/life balance
  • an open and inclusive workplace
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Call Center ManagementProject ManagementOperations ManagementChange ManagementTechnical Problem Solving
Soft Skills
Time ManagementInterpersonal SkillsTeam BuildingCommunication SkillsSelf-Starter
Certifications
Associate's DegreeBachelor's Degree