The Director of Operations is responsible for ensuring overall process effectiveness, productivity attainment and initiative deployment related to Customer Service Representative engagement in the delivery of high-quality support service to Charter customers.
The director will be responsible for assuring data analytics efforts in the Operations departments are both simple and of high quality, adding expertise and direction to the use of core metrics across countries, understanding and use of data collection and analysis methods and tools for ongoing performance improvement; provide technical guidance and coaching/training as well as provide and maintain a supervisory presence with direct reports.
The Senior Portfolio Operations Director will ensure that the companys financial, business and customer service objectives are achieved. Results will be achieved through the successful implementation of corporate and regional programs as well as proactive, regionally specific initiatives and strategies that further help promote the optimum performance of the portfolio.
Candidates should be clear, efficient, compassionate communicators and relish the challenge of pulling together different departments to reach singular goals. Experience with short and long-term editorial planning is required, as is a background in working in tandem with business leads.
Lead and continually improve the departments of national ACO Operations and Quality, to include business analysis; vendor relationship management; project management; and systems analysis, design, and implementation on behalf of all our ACOs nationwide.