Call Center-Virtual, Director -Morgan Hill, California

West

Customer Care-Virtual

Job Summary

This highly visible, senior level management position will report to the Senior Director of Customer Service and be directly responsible for the full strategy, capability, functionality, and performance of a newly formed 300-seat, state-of-the-art virtual call center organization. The Director will be responsible for working closely with the customer care leadership team as well as cross functionally to develop, design and implement the strategic direction for this relatively new organization. Implement effective call center management practices to increase revenue, reduce costs, and improve service quality. The Director will also have responsibility for the recruitment, management, training, and development of Call Center Leadership team and front line employees. This position will have overall responsibility for communication within the virtual call center. This position will also communicate and interface with vendors, outsourcers and programmers. This position will interface and communicate with other organizations within the region on strategic and operational issues and concerns.

Primary Duties and Responsibilities

Lead Call Center Operations which include; advanced technical support, billing and sales for Comcast Video, High Speed Internet and Digital Phone Customers. Direct initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved.
Partner with the Customer Care leadership team to develop and execute strategic business plans, operational goals and performance metrics that drive productivity and insure a high level of customer service and satisfaction.
Direct Call Center operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.
Manage achievement of service level goals and compliance with enterprise and regulatory requirements.
Monitor and evaluate performance relative to Customer Care goals and objectives, analyze variances and develop and drive action plans to achieve optimal results.
Hire, manage, develop and retain team of Customer Care managers, providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities. Support development and enhancement of leadership competencies that drive individual/team performance against established goals. Foster a team environment that encourages collaboration and peer support.
Partner in Workforce forecasting and planning to ensure necessary staffing levels to support customer demand. Insure the recruitment, selection and retention of highly qualified internal and external candidates.
Partner with Care leadership team in providing effective communication, training, tools and support that maximizes organizational and employee effectiveness.
Maximize employee satisfaction, development and performance through goal setting and performance management practices. Lead performance management activities, facilitating use of coaching, and other performance evaluation tools. Foster a culture of inclusion that encourages employee contributions and insures respect and support of all types of individuals.
Working under minimal direction must be able to identify, according to broadly stated goals, analyze and resolve a wide range of issues, providing quick and decisive solutions within the context of existing policies and identify the need for revision or creation of policies
Must be innovative and flexible in responding to a rapidly changing environment (where new product introductions will be frequent), while working to achieve organizational and budgetary goals
Decisions made by you/your team impact the region and are more strategic than tactical and impact the regional strategic plan
High degree of diagnostic skills and problem resolution skills are necessary
Provides feedback and drives accountability throughout the functional organizations
High degree of decision making with input from other organizations to produce improved processes.
Ensure conformance to regulatory requirements (FCC, EEO, etc.).


Required Skills:
Competency Requirements
Problem Solving/Decision Making/Accountabilities
Education and Experience Requirements
B.S. or B.A. or equivalent experience; MBA preferred
4 year college degree in business or related field; MBA preferred
Demonstrated history of leadership positions in high volume, fast paced environments with high degree of change
Experience leading in a virtual call center environment strongly preferred
The successful candidate for the Call Center Director position will have a minimum of 5 years of senior level experience managing a call center team of at least 400+ individuals in a single or multi-unit ACD environment

Management/Leadership Competencies
Proven ability to think strategically and respond tactically in a dynamic environment and solid knowledge of call center technology and related communication tools are critical for success
High degree of creativity, motivation, confidence, influence, and diplomacy for success in this rapidly growing environment
Strong results orientation
Strong collaboration and team orientation
Outstanding verbal and written communication skills, which include strong presentation and interpersonal skills, are essential
Demonstrated ability to manage a multi-functional team across geography and function
Outstanding communication and people management/development skills as well as knowledge of information technology systems
Established organizational, goal setting, analytical, and planning skills

People Competencies
Ability to develop and motivate employees
Creates an environment of high trust and positive employee morale
Listens receptively and adapts style to meet the unique needs of each constituency group, e.g., front-line workforce, cross-functional partners
Demonstrates effective partnership management skills, e.g., relationship building, communicating, influencing, problem solving, negotiating

Operational Competencies
Demonstrates a strong commitment to customer with strong results orientation and bias for action
Proven ability to manage employees in multiple work locations and in a virtual work environment
Translates broad strategies into specific operational plans with a compelling results orientation
Ability to create an exciting sales and service culture with the emphasis on motivation, recognition, and improving performance
Ability to creatively respond to problem situations and apply out-of-the-box thinking
Demonstrates the functional expertise to consistently produce results
Strategic Competencies
Ability to develop and communicate a clear and compelling customer/sales driven vision
Anticipate potential problems and obstacles
Develops effective responses to anticipate competitor strategies
Personal Competencies
Maintains high standards of integrity, treats all individuals fairly and with respect, acts consistently and inclusively
Demonstrates courage and a high degree of emotional maturity
Adaptable to changing and sometimes ambiguous business and people situations
Exhibits enthusiasm, energy, and appropriate sense of humor

Physical Requirements
Ability to sit and work at PC, using monitor and keyboard and phone system for extended periods of time
Frequent to continuous sitting, bending and reaching
Ability to travel up to 75% of the time within the Bay Area and Central California

Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer