BT Center Manager – Video Conferencing in Westminster, Colorado

ROLE TITLE: Center Manager – Video Conferencing

LOCATION: Westminster, CO

Purpose Of Role:

The role holder is primarily responsible for the management of Video Operations. He/she manages, leads, and motivates a team of Engineers and acts as a site lead for all local Team Managers in an effort to achieve key objectives, including revenue collection, cost, customer satisfaction and services objectives.

Key Responsibilities:

  • To be customer centric, owning and developing the Customer Relationship through the management of the team, and through second point of escalated contact for customer or internal issues.

  • To own the customer relationship at middle management level within appropriate customer organisations.

  • To build and maintain internal relationships across the unit and where appropriate wider LOB.

  • To demonstrate awareness of BT’s strategy.

  • To demonstrate a good knowledge of BT products and processes within own area.

  • To meet people related targets, and to manage people related costs such as reward and T&S.

  • To communicate unit strategy and operational plans as it applies.

Business Impact:

  • Business impact and accountability in terms of Satisfaction and cost medium to long term.

  • This is a significant leadership role, where customer service behaviors and leadership are role modelled to a large number of employees.

Authority/Decision Making:

  • To ensure delivery of an excellent customer experience in all customer contacts within own Centre.

  • Accountable for agreed client service levels and managing quality of service to agreed Customer Requirement targets.

  • Identify and resolve barriers to achieving customer satisfaction and other targets or to escalate to Site Manager.

  • To implement process improvements within own Centre.

  • To act as first or second level for customer escalations and acts as a positive change agent.

  • To be a representative of Site area as part of team implementing wider projects or initiatives.

Qualifications:

  • Bachelor Degree preferred, typically engineering/science degree or has served a technical apprenticeship and obtained Polycom and Cisco certifications in relation to video conferencing technology.

  • Prior management experience required, 10 years preferred

Skills/Experience:

  • Experience of people management including managing large teams.

  • Relationship building skills at a middle management level within own unit.

  • A knowledge of the contact centre / service industry.

  • Good knowledge of BT products and processes within own area.


BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job: Customer Service and Contact Centres

Title: Center Manager – Video Conferencing

Location: Colorado-Westminster

Requisition ID: 93099