Director of Customer Care

This position will have the responsibility for directing the customer care call center activities and workforce management in the Central New York Division.  Oversee the development and implementation of sales training programs, customer service policies and procedures - as well as sales, retention, and customer care campaigns and programs.  Coordinate with management on interdepartmental issues for optimum operating efficiencies and field and customer service standards. Prepare department budgets; analyze routine financial and operational reports to identify opportunities and implement improvements in targeted areas. Develops departmental business plans and budgets for short and long-term business needs.  Accurate and timely distribution of key metrics reporting and the consistency of performance data collection across the department.  Act as a liaison with other functional departments to coordinate various customer service programs and to ensure customer satisfaction.  Work collaboratively with all other Department functional area leaders, ensuring maximum alignment of the department behind key priorities and increasing the effective use of the department's resources.  Ensure compliance with Division customer service standards, and NCTA and federal operating requirements. Demonstrated proficiency in utilizing technology to improve call center operating effectiveness and efficiency.  Proven ability to manage large supervisory and line level staff in the support of advanced products delivered over cable networks.  Excellent written/verbal/interpersonal communication skills.  Must have outstanding customer service and presentation skills, strong leadership qualities and initiative.  Bachelor’s Degree in business, communications preferred or equivalent combination of education/experience. MBA or equivalent desired. Minimum five to seven years experience in sales and/or operational areas of cable TV.