Job description

CSC Director of Administrative Operations
Position Summary:
The CSC Director of Daily Administrative Operations is responsible for overall customer service provided by several support teams. These teams are responsible for, but not limited to: Billing, Collections, Commercial Administration, Telephone Provisioning, and Quality Assurance. The CSC Director of Daily Administrative Operations will provide ongoing development and training for these teams, handle all personnel needs for assigned staff and participate as a member of the CSC management team reporting to the Vice President of Customer Service and Billing.
Reports to:
Vice President of Customer Service & Billing
What You Will Be Doing:

• Leading/Mentoring/Monitoring/Developing with 5 direct reports with the ability to scale to a larger group of direct reports over time
• Work with Call Center Leadership, HR, and our L&D departments to initiate appropriate trainings, process change Implementation, and communications to assigned staff.
• Handle personnel, performance management and progressive discipline.
• Work on ever-changing process development and workflow design.
• Responsible for customer contact and follow-up including escalations as needed.
• System Communications including Office Managers, Dispatch, Voice Operations, Commercial NOC, Corporate Accounting, IT, and various other overlapping departments.
• Work with CSC Director of Operations to mutually support each team’s needs.
• Works closely with VP of Customer Service & Billing to facilitate change as needed
• Responsible of overall morale of Floor Administrative Operations teams
• Back-up for VP Customer Service & Billing
• Ability to project manage between CSC Departments and other departments, including marketing, IT, local offices, technical
• Lead the way on developing financially sound customer experience projects and finding other sponsors to support those ideas
• Back-up for VP Customer Service & Billing
• Lead the way on developing financially sound customer experience projects and finding other sponsors to support those ideas
• Other duties and projects as assigned.

Accountability:

• Responsible for the conduct and results of assigned staff.
• Responsible for communicating statistical and relevant KPI data to staff and Leadership.
• Responsible for Quality program and Customer Satisfaction results attainment for assigned teams.
• Responsible for assisting our HR Department with CSC Recruiting and onboarding efforts.
• Responsible for reporting activities and results on a regular basis to VP Customer Service & Billing.
• Flexible schedule is required, to include any/all hours the CSC is available (nights/weekends/special events/holidays)

What Sets You Apart:

• Possess excellent interpersonal skills and leadership presence, including demonstrated advanced written communication skills.
• 5 + years of Call Center Supervisory or Management experience including a background in Video/Internet/Telephony Service and Billing.
• Strong organizational, problem solving, and analytical skills.
• Self-starter, ability to work independently and as a member of various stakeholder teams.
• An advanced knowledge of Microsoft Office, with applicable knowledge of standard billing, ticketing, and Workforce management systems (Verint preferred).
• Well defined ability to think strategically and critically, with an understanding of competitive markets and tactical in competitive environments.
• Familiarity with ecommerce and/or virtual assistant protocol preferred.
• Proficient ability to recognize discrepancies/anomalies and react accordingly.
• Ability to project manage between CSC Departments and other departments, including marketing, IT, local offices, technical and field operations
• Ability to produce and understand financial models and impact to budget and business needs, particularly those related to customer experience across all channels

Who is Armstrong?
Founded in 1963, Armstrong is now the 12th largest cable telecommunications company in the United States. Throughout our more than 50 years in cable television, we’ve been a leader in innovation and technology. Using fiber optics and advanced technology, our networks are designed to provide leading-edge services and high reliability. Every year, we invest and work hard to outpace technological advancements in an ever-changing industry.
Armstrong is an Equal Opportunity Employer.

Job Type: Full-time

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