VP Cust. Serv. Tech. Call Center - (US-CT-Shelton - 06484)

Compensation: $200K - $200K / Year
Minimum Education: Bachelors
Job Type: Full Time
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BACKGROUND:Cablevision Systems Corporation (NYSE: CVC), one of the nation's leading telecommunications and entertainment companies, serves more than 3 million customers in the New York Metropolitan Area. Its operations range from basic & premium cable television packages, high-speed Internet access and local telephone service to championship professional sports teams and award-winning national and regional television networks. Driving Cablevision's success is the company's commitment to customer connectivity and its sophisticated new digital platform. POSITION: The Vice President oversees all call center technical customer service operations and, in concert with Cablevision's Melville, NY based technical call center, handles inbound customer calls 24 hours, 7 days a week in a dynamic technical support environment. The VP is responsible for delivering outstanding service, ensuring customer loyalty, and supervising call center operations as well as supporting Finance, HR, Training, Facilities and Security departments.

Specific responsibilities include:
* Designing/implementing processes that provide for a high level of customer satisfaction and meet company service standards and commitments. * Developing a call center organization that is proficient in delivering and supporting multiple products, including but not limited to digital video, high speed data, VoIP, and residential telephony.
* Overseeing all aspects of operations including staffing, training, facility layout, technology, etc.
* Improving/maintaining the delivery of superior quality service through effective qualitative and technical monitoring programs to build greater customer satisfaction, loyalty and retention. * Developing and managing to operating and capital budgets and forecasts.

QUALIFICATIONS:*
8 years experience in large call centers, preferably within the cable television or a related industry. *
Bachelor's or Master's degree in a related field preferred. *
Experience that includes overseeing all aspects of the call center environment including staffing, facility layout, technology, etc. *
Experience managing and integrating a variety of services or product lines across multiple call centers. *
Experience developing and implementing new processes and procedures in a dynamic environment. *
Excellent project management, financial analysis, written, and communication skills. Experience working closely with other functional groups and creating/leading cross-functional teams; ability to establish and manage relationships at all levels of the organization

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