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JOB SUMMARYResponsible for leading the the Retention Call Center site, including all activities that contribute to the acquisition, satisfaction, and retention of customers, and enhancing the overall customer experience. Lead and direct the Center's retention activities, sales, leadership development, quality, training, human resources and operational functions. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience.Drive the attainment of key operational metrics including retention, sales, revenue, quality, service levels, productivity, efficiency, and attrition objectives.Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.Direct hiring and staffing for call center based on workforce capacity, and schedule adherence requirements.Oversee employee development, performance management, and evaluation processes. Foster a culture of consistency, accountability, and continuous improvement.Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal, and motivation techniques.Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.Ensure effective and impactful delivery of training to frontline customer facing employees.Adapt departmental plans and priorities to address business and operational challenges and provide input to strategic planning for continued growth.Implement innovative solutions, manage change, apply financial knowledge, and make decisions to drive action and operational excellence.Perform other related duties, as assigned.REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge Ability to read, write, speak and understand EnglishAbility to define key performance indicators/metricsAbility to document, prepare and present data-driven presentationsAbility to make decisions and solve problems while working under pressureAbility to manage multiple projects simultaneouslyStrong customer focus and proven customer advocacyProven success in call center management experienceKnowledge of key elements that comprise the end-to-end customer experienceAbility to communicate orally and in writing, in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to prioritize and organize effectivelyMature judgment and individual initiative Ability to supervise and motivate othersProven track record of developing staff and maintaining a high standard of employee relationsAbility to use personal computer and software Knowledge of broadband products and servicesEducation Bachelor's degree required; Master's degree preferred Related Work Experience Number of YearsCable industry leadership experience 7+General management experience 7+Call center experience 10WORKING CONDITIONS Office environmentSome travel required