Customer Care Operations Manager

Job Description:

The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center (VCC). This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience.

We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT).

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: 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, and an open and inclusive workplace.

A Brief Overview

The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center. This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience.

What this position does to contribute to the Company’s success

• 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.
  
  

Qualifications

• Associate's Degree A.A. or equivalent from two-year college or technical school required.
• Bachelor's Degree preferred.
• An equivalent combination of education and experience may substitute for the education.
• 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.
  
  

Core Competencies

Committed: Values each and every customer, while working hard to keep their business and support our communities. Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.

Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.

Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. At Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds, and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify and embody each and every day. Cable One provides equal employment opportunities to all individuals of different races, colors, creeds, national origins, genders, marital and veteran statuses.

Cable One, Inc. is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.