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Director, Day of Job

Company: Feed 8
Location: San Antonio
Posted on: June 13, 2021

Job Description:

JOB SUMMARYDirect the activities of the Day of Job (DOJ) department. Responsible for leading a team of managers to ensure adherence on all department policies and procedures while driving a high degree of professionalism and accountability. Ensure the DOJ team maintains effective communication between the Field, Regional Control Center (RCC), Regional Operations Center (ROC), IT, and CARE with a focus on providing the Commercial and Residential Field Technicians with technical support on both activations and repairs along with administrative dispatch assistance. Responsible for the daily management of the Day of Job Call Center that provides an effective and responsive customer experience to our Field Service Technicians.MAJOR DUTIES AND RESPONSIBILITIESDirect Day of Job (DOJ) employees providing residential and business support for operational fulfillment and troubleshooting of Charter's internet, video, and telephone services.Direct the daily activities of a Day of Job (DOJ) call center to ensure all defined methods, policies, processes, and training are properly followed to process and troubleshoot service orders.Develop departmental goals; monitor, manage and provide analytical reporting on goals to ensure all performance standards are met.Drive results in all Day of Job department performance metrics to include order processing performance metrics, phone stats performance metrics, call monitoring, error rates, completion rates, call reduction, and jeopardy resolution and customer service responsiveness.Participate and contribute to standardization and strategic initiatives regarding fulfillment activities.Attract and retain a highly effective managerial staff through optimum selection, training and development, appraisal and motivation techniques.Execute Company plans, programs and objectives.Monitor fulfillment productivity in accordance with established policy to assure adherence and completeness in all transactions.Prepare and control operating budget for DOJ department.Conduct regular meetings with DOJ employees to maintain two-way communication and achievement of departmental objectives.Identify trends and create action plans to mitigate risk.Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals.Establish positive employee relations through effective communication and ongoing support.Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.Evaluate current processes and procedures and identify areas needing improvement or simplification; leads the corresponding process improvement activities and assesses actual improvements realized.Translate high level business requirements into functional specifications, and direct ensuing changes.Perform other related duties as assigned.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to define key performance indicators / metricsAbility to supervise and motivate othersAbility to use personal computer and software applications (i.e. word processing, spreadsheet, Telephone Billing Systems, etc.)Ability to document, prepare and present data-driven presentationsAbility to make decisions and solve problems while working under pressureMature judgment and the ability to direct efficiently the activities of a centralized DOJ/Dispatch functionProven track record of developing staff and maintaining a high standard of employee relationsKnowledge of call center reporting and call monitoring methodsKnowledge of all functions and related tasks in the area of telephone service deliveryKnowledge of telephone products and servicesKnowledge of service trouble shooting diagnostic proceduresKnowledge of IP network architecture, equipment, and softwareKnowledge of telephone switch activation requirements and softwareKnowledge of telephone network element activation requirements and softwareKnowledge of general accounting and billing proceduresStrong business planning and forecasting skillsStrong analytic, organizational, and problem solving skillsAbility to focus on overall strategy of the regionStrong team and relationship building skillsProven leadership and mentoring skillsAbility to analyze data and develop and present data driven reportsAbility to document, prepare and present executive level presentationsEducationBachelor's degree or the recognized equivalent in work experienceRelated Work ExperienceCable/internet industry experience 7Telecommunications experience 7Customer service experience in call center environment 8-10Service Delivery experience 5General management experience 5WORKING CONDITIONSOffice environmentExposure to moderate noise levelTravel 25-50% Associated topics: administrative assistant, administrative coordinator, administrative staff, administrative support, assistant, asso, document, food, operational assistant, support

Keywords: Feed 8, San Antonio , Director, Day of Job, Other , San Antonio, Texas

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