Full TimeStamford, ConnecticutPosted 11/29/2021Areas of interest: Business Intelligence, LeadershipRequisition Number: 297669BRBBL715
JOB SUMMARY Responsible for key enterprise-wide business intelligence initiatives with a particular focus on internal reporting and analysis solutions and on creating a sustainable enterprise vision for Business Intelligence that meets the needs of Customer Operations agent facing and digital contact channels. Will work at the highest levels of the organization to provide vision, define, develop, and implement such business intelligence solutions and to align business intelligence initiatives to our broader corporate strategy and ultimately drive a superior customer experience. Accountable for leading, managing, mentoring, and developing the teams responsible for creating an information advantage for the organization with a focus on business strategy and analysis, customer experience, program & product management, and reporting and analytics delivery.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience
Develop and maintain the Business Intelligence portfolio and roadmap, seeking periodic input from a Steering Committee made up of key business owners / executives
Own the successful implementation of business intelligence technologies, architecture, and business-driven initiatives related to digital self service, call and chat center analytics, and standardized agent performance management
Champion adoption of business intelligence systems/tools/processes where appropriate
Partner with senior leadership on the continuing transformation of Charter into a data and analytics driven organization
Lead a high-performing development and vertical leader team recruiting, training, coaching and developing effective leaders and staff
Ensure the vertical leaders are providing forward looking insight into the future performance of the business, leveraging expert knowledge of business intelligence capabilities and deep familiarity with business trends to help business leaders identify opportunities and threats
Ensure teams have appropriate support to meet goals and ensure that project risks are identified, mitigated and communicated to stakeholders
Oversee data management and data governance within Charter development teams and maintenance of business intelligence best practices, including maintenance of centralized business term definitions
Complete monthly executive summaries of business intelligence accomplishments / issues and more generally communicate progress with other technology leaders
Prioritize initiatives with a keen eye toward business impact
Instill and reinforce a strong customer service and business-oriented ethic in the entire team
Manage associated budgets and processes within the Business Intelligence function.
Provide strong management and leadership skills with a proactive participative management style
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Thorough understanding of the TV, Internet, and Phone businesses and processes including: Customer Care Operations, customer interaction channels (call, chat, IVR, chatbot, website, mobile app, proactive communications) CSR desktop tools, CSR performance tools Thorough understanding of billing system enterprise software systems. CSG System knowledge a plus A demonstrable history of influencing others through consensus building in a cross functional / matrix environment A strong and consistent history of leading people and projects to a successful, high impact outcome Excellent communication skills: Listening, verbal and written Ability to analyze and resolve complex issues, both logical and interpersonal Ability to negotiate and defuse conflict Self-motivator, independent, cooperative, flexible, creative Team-building, recruiting, and talent management skills are essential Familiarity with a range of Business Intelligence approaches and tools Deep understanding and appreciation for both business and technology components of information strategy Ability to use web technology to enhance the customer experience Familiarity with latest emerging technologies - next generation and possess the ability to leverage billing, desktop, and provisioning system to support those emerging technologies Ability to positively influence and persuade Act independently or with limited direction Possess effective communications skills including presentation skills Ability to plan, prioritize and organize effectively Knowledge of cable services or industry experience preferred, but not required
Education BA or BS College Degree or related work experience Master’s Degree or MBA preferred
Related Work Experience Number of Years Telecommunication industry leadership experience to include 5+ Data analysis and business intelligence experience 10+
WORKING CONDITIONS Office environment Some travel required
BBL715 297669 297669BR
Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more. Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.