Director, BI Customer Contact & Digital Services

Full Time Stamford, Connecticut Posted 11/29/2021 Areas of interest: Business Intelligence, Leadership Requisition Number: 297669BR BBL715
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.

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