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Director, Enterprise Technical Support Spectrum Enterprise

Company: SPECTRUM
Location: Charlotte
Posted on: June 25, 2022

Job Description:

At a glance:

  • Are you a growth-motivated executive skilled at managing all operational aspects of enterprise client service and support?
  • Can you commit to a leadership position developing and enhancing the performance of Spectrum Enterprise's Client Care Centers of Excellence?
  • Do you desire an influential role in shaping the progress of a technology leader?Our company:

    At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

    Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America's largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise's industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.

    Highlights:

    As the Director of Enterprise Technical Support, you accelerate company growth by ensuring your teams provide quality and effective enterprise client service and support. You focus on developing and enhancing the performance of the entire Client Care Centers of Excellence. You excel at successfully assessing, identifying, developing and implementing strategies, technologies and initiatives that improve operations across the technical support function.

    You are passionate about reducing costs through the appropriate allocation of teams and resources to accomplish projects. You maximize the department by complying with company policies and procedures, quality standards, client needs and applicable local, state and federal regulations. You thrive in an office environment and travel as needed to meet company goals. You report directly to the Vice President of Enterprise Technical Support for goals and guidance.

    Position benefits:
    • Competitive salary with a long-term incentive plan.
    • 100% company match 401(k) up to 6%.
    • Pretax childcare spending account.
    • Paid holidays, vacation days, personal days and sick days.
    • Employee discount on spectrum services where available.What you will do:
      • Encourage the achievement of company-wide excellence through active and consistent support of all efforts to simplify and enhance the client experience.
      • Improve client satisfaction in all interactions by serving as a client support focal point for planning and implementing client operations, including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Network, Managed Security, Managed Wi-fi services and Enterprise TV services.
      • Enhance the client service ratings among enterprise clients through the development of strategic programs and initiatives.
      • Ensure that client technical concerns are resolved efficiently and expeditiously through decisive management of the Enterprise client support operations.
      • Elevate the client experience, promote a winning culture, improve client relations and support the Enterprise product portfolio by establishing detailed policies and procedures.
      • Maximize the effectiveness of the team by ensuring that training resources and coaching opportunities are continuously provided.
      • Identify opportunities to improve service delivery and add value to clients through an in-depth analysis of operational processes, escalation procedures and training need assessments.
      • Review budgets and schedules to ensure they meet corporate requirements.
      • Resolve status, production, delivery and billing inquiries by serving as a liaison between Sales, Field Service, Order Processing and clients.Required keys for success:
        • Ten or more years of telecommunications call center management experience.
        • Confident when facilitating data-driven presentations to senior leadership.
        • Track record of managing workflow and successfully improving overall company effectiveness and productivity.
        • History of positively influencing and persuading clients, teams and senior leadership.
        • Proven prioritization and organizational skills with the ability to work independently.
        • Advanced product and service implementation skills.
        • Demonstrated project management skills.
        • Insightful data analysis and interpretation skills.
        • Strong knowledge of telecommunications operations, client care methods and new technologies.
        • Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
        • Effective written and spoken English communication skills with all levels of an organization.Your education:
          • Bachelor's degree in business or a related field, or equivalent combination of education, training and experience (required).
            CSU750 302495-3 302495BR

Keywords: SPECTRUM, Charlotte , Director, Enterprise Technical Support Spectrum Enterprise, Executive , Charlotte, North Carolina

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