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.
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 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.
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.
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
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
Requisition ID: 93099