Manager, National Field Support

JOB SUMMARY
Manager, National Field Support (NFS) is responsible for ensuring the proper communication and distribution of technical support for all customers requiring service or requesting installation. Controls and ensures the availability for same day/next day service and installation. Manages and coordinates technical workforce job completion, customer complaint resolution and oversees improvement in customer satisfaction and technician satisfaction. Works daily with customer service, ROC and technical operations teams to promote teamwork, and increase efficiencies to reduce customer service problems. Drives performance and field productivity.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Manages team of NFS personnel responsible for directing service and installation technicians to complete daily work assignments within the scheduled timeframes.
• Optimizes utilization of all mobile workforce tools and call center applications to maximize performance in the NFS and field.
• Ensures NFS team has properly recorded technician transactions in cable billing system.
• Reviews quota statistics and oversees quota management.
• Assists in the implementation of new policies, procedures and changes.
• Tracks and reports on NFS supervisor and technician performance.
• Maintains focus on pending activity to provide a quality experience for customers.
• Develops and delivers daily, weekly and monthly analysis of data related to quota activity and field productivity for operational management personnel.
• Supports field operations to drive productivity.
• Suggests operational changes that may improve tech productivity as well as customer experience.
• Monitors real time call flow, inbound NFS availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
• Monitors NFS calls for quality assurance and coaches for improvement when training, process or attitude issues are identified.
• Reviews service pool and flags any potential service interruptions.
• Communicates service interruptions to customer service, customers, ROC and field technical staff.
• Controls service and installation availability by communicating with field supervisors and adjusting tech assignments to accommodate customer demand.
• Hires, trains and evaluates Workforce personnel; oversees scheduling of workloads and instructs and assists WF personnel as necessary.
• Interact with contractors to ensure appropriate work calendars are submitted and quota is allocated.
• Participates in labor forecasting.
• Works closely with management of customer service, telephony (where applicable), and high speed data account representatives regarding issues related to quality assurance and training of account representatives.
• Ensures compliance with NCTA standards.
• Attracts and retains a highly effective supervisory staff through optimum selection, training and development, appraisal and motivation techniques.
• Plans, develops and administers programs in adherence with divisional objectives.
• Performs other duties as requested by leader.

• Ability to read, write, speak and understand English
• Ability to maintain confidentiality of customer and business data at all times
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to effectively coach to peak performance
• Ability to effectively delegate tasks and follow up to insure successful completion
• Ability to handle multiple projects and tasks
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to prioritize and organize effectively
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exists
• Ability to supervise and motivate others
• Knowledge of Charter Communications products and services
• Advanced knowledge of utilizing automated workforce management tools
• Mature judgment and the ability to direct efficiently the activities of a centralized workforce function Proven track record of developing staff and maintaining a high standard of employee relations
• Requires adherence to Spectrum Code of Business Conduct