Senior Manager, IVR- Call Center Technology Support (On Site- Stamford)
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
Imagine shaping the future of self-service technology while helping customers seamlessly navigate their support needs. As Sr. Manager, IVR Support at Spectrum, you will drive advancements in voice recognition and telephony, providing industry-leading experiences for our business customers. Your expertise will directly influence system operations and the ongoing evolution of customer support, ensuring your impact resonates across every interaction.
How You’ll Make an Impact
- Lead the daily operations and oversee all support for Spectrum’s Interactive Voice Response solutions, ensuring a 24/7 seamless experience
- Develop and maintain strategic plans for natural language and voice recognition systems, keeping Spectrum at the forefront of self-support technology
- Manage emergency escalation processes, collaborating with cross-functional teams to swiftly resolve performance issues
- Analyze call flow, utilization and speech performance, offering actionable recommendations to drive continuous improvement
- Assess and implement new technologies to enhance customer experience and system efficiency
- Direct system changes through expert project management, leveraging internal relationships and technical knowledge
- Provide regular and ad-hoc reporting on system performance, user behavior and self-support success rates
Working Conditions
- Work primarily in an office setting, with required travel and a flexible schedule that may include evenings, weekends and holidays.
This position is based On-Site in Stamford.
This role observes a hybrid work schedule: 4 days in office/1 day remote
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business or related field, or equivalent combination of education and experience
Experience
- 7+ years of experience with customer support systems
- 7+ years leading operations of critical customer support systems
- 7+ years managing or developing interactive voice recognition systems
Skills
- Ability to analyze and synthesize complex data
- Ability to interpret customer needs
- Ability to maintain high energy and foster a positive environment
- Ability to make decisions and solve problems under pressure
- Ability to supervise and motivate others
- Ability to manage multiple projects while coordinating across functional areas
- Knowledge of cable and telecommunications products and services
- Strong knowledge of telephony and customer support technology
- Strong analytical skills for presenting recommendations and making decisions
#LI-NT1
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
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