Cable One Inc.
Technical Care Center Manager (Finance)
Job Description
SUMMARY
This position is responsible for the management functions of the Technical Care Center. This position will lead the center to consistently meet or exceed the quantitative and qualitative objectives of achieving positive customer experiences and will be responsible for monitoring job performance.
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, OH, OR, OK, PA, SC, TN, TX, UT).
ESSENTIAL DUTIES AND RESPONSIBILITIES
Set forth below is a list of the essential duties and responsibilities (or "essential functions") of this position.
Interview, hire, and train Technical Care Center Supervisors.
Participates with on boarding responsibilities for Technical Care Center Associates.
Design, implement, and administer incentive programs for Technical Care Center Associates.
Conducts meetings to communicate changes in policies and procedures, company updates, and other important information.
Monitors call center results for performance trends to ensure attainment of goals and expectations.
Handles escalated customer inquiries and complaints.
Creates new processes and regularly reviews/updates existing processes to standardize procedures for improved efficiency.
Monitors and manages job performance of TCC supervisors and associates; including working with HR in preparing and reviewing disciplinary memos and performance appraisals.
Collaborates with management team, product groups, and corporate office on trends and best practices.
Works closely with other departments to coordinate support for impacting projects and planned maintenance.
Leads special project groups and committees.
Ensures compliance with all established budgets and budgetary guidelines, to include ongoing cost control and regular cost reduction reviews.
Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.
SUPERVISORY RESPONSIBILITIES
Responsible for the direct supervision of six or more subordinate supervisors within the call center. Position is responsible for the direction, coordination, and evaluation of these associates. Carries out supervisory responsibilities in accordance with Company policies and applicable laws, including interviewing, hiring, evaluating and training associates; planning, assigning, directing work; performance appraisal; rewarding and disciplining associates; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, set forth below is a non-exhaustive list of requirements that are representative of the knowledge, skill and/or ability necessary to perform this position. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to
enable an otherwise qualified individual with a disability to perform the essential functions of the position.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B.A.) from four year college or university; or three to four years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid driver's license and a good driving record.
OTHER SKILLS AND ABILITIES
Bachelor's degree from a four-year college or university preferred.
Prefer 2+ years of management experience in a call center environment.
Thorough knowledge of Microsoft Office products.
Detail oriented with excellent oral and written communication skills.
Excellent customer service skills required.
OTHER QUALIFICATIONS
Position will require up to 5% travel.
PHYSICAL DEMANDS
The non-exhaustive list of physical demands described here are representative of those required of an associate to successfully perform the essential functions of this job. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.
While performing the duties of this job, the associate is frequently required to sit; use hands to finger, handle, or feel; talk and hear. The associate is regularly required to walk; reach with hands and arms. The associate is occasionally required to stoop, kneel, crouch or crawl. The associate may occasionally be required to lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT
While non-exhaustive, the work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position in the work environment described herein.
The noise level in the work environment is usually moderate.
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