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Customer Care Operations Manager
Cable ONECustomer Care Operations Manager supervising Virtual Contact Center operations at Cable One. Collaborating with teams to enhance customer experiences through effective management and strategic initiatives.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant 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