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Sr Mgr, IVR at Spectrum

Posted in Other 30+ days ago.

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Type: Full Time
Location: Charlotte, North Carolina

Job Description:

Seeking an Operational Support Manager for Charter s Interactive Voice Response (IVR) support system and Applications. This role will actively work with vendors and internal departments to refine Charter s IVR experience to be industry-leading as a self-support channel. This person will manage all system changes, perform analysis and reporting, and act as the primary lead within Charter for system operations. Additionally, they will evaluate and implement natural language and voice recognition technologies and Call Center Applications. The ideal candidate has technical knowledge of telephony and IVR technologies, Call Center Applications, strong vendor management skills, demonstrated experience leading technology projects, and is passionate about customer experience.

Deeply understands consumer and industry trends related to natural language/ voice recognition self-support systems and ensures the customer experience with Charter s implementation is industry-leading

Contributes to and maintains a strategic plan for Charter s natural language/ voice recognition self-support systems and Applications

Responsible for the daily operations and oversees all operational support of for Charter s natural language/ voice recognition self-support systems and Applications

Works with cross-functional teams to quickly resolve any degradation of system performance; part of a 24/7 emergency escalation process as needed

Actively manages vendors, measuring performance, overseeing professional services, demanding high quality deliverables and ensuring accurate submission and timely payment of invoices

Acts as a liaison between IVR and Application vendors and Charter s internal stakeholders

Contributes to the development and management of related budgets and forecasts

Continuously iterates and improves Charter s IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening

Defines intuitive troubleshooting and customer process flows

Assesses opportunities to leverage new technologies to improve self-support adoption and customer experience

Articulates the detailed business requirements for the development teams to design and build against

Project manages system changes, leveraging strong internal relationships and a deep understanding of telephony and voice recognition technologies to complete projects on-time and with high quality

Works extensively and builds effective relationships with the Customer Care, Telephony, IT, Engineering and Network Operations teams

Provides regular and ad-hoc reporting and analysis of IVR system performance, user behavior, and self-support transaction success rates

Customer-focused, and actively and consistently supports all efforts to simplify and enhance the customer experience

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and synthesize complex data
Ability to listen to and interpret the needs of the customer
Ability to maintain high levels of energy and create a positive environment
Ability to make decisions and solve problems while working under pressure
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
Ability to work with others to resolve problems, handle requests or situations employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Customer focused
Exceptional written and verbal communications skills
Independent thinker
Knowledge of budgeting and financial processes
Knowledge of cable and telecommunications products and services (e.g., cable/high speed internet/ telephone)
Project management skills
Strong knowledge of telephony and customer support systems technology
Strong analytical approach to presenting recommendations and making decisions
Technically savvy

Bachelor's degree in business or related field, or equivalent experience

Related Work Experience Number of Years
Experience with customer support systems 6-7
Experience leading the operations of critical customer support systems 5+
Experience managing or developing interactive voice recognition systems 3+
Experience working for companies with technology or software products 3+

Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays.

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different.

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.