Dir, Contact Center Op's, Payment Svcs Job Job in Morrisville, North Carolina US

Dir, Contact Center Op's, Payment Svcs Job

Employee Type: Full-Time Industry: Other Great Industries Job Type: Customer Service Location: Morrisville, NC ( Map it! ) Loading map ... Company Overview Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located mainly in five geographic areas ?" New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. Dir, Contact Center Op's, Payment Svcs Job Job Description Posting Job Title: Dir, Contact Center Op's, Payment Svcs Requisition #: 133760BR Posting Location: United States - North Carolina - Morrisville Area of Interest: Finance/Accounting Operations/General Telecommunications Position Type: Full Time Posting Job Description: Time Warner Cable East region currently seeks a Director, Contact Center Operations, Payment Services for our Finance department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. Position Summary: This Director, Contact Center Operations will lead all internal phone collections and fraud work for the East Region. Additionally, the Director will have accountability for key operations support functions (dialer, other) for the region. This function currently consists of approximately 250 employees in 7 sites in North Carolina, New York City, Upstate New York and Maine. Location for the role is flexible, but successful candidate should reside in a location that has sizable Collections operations presence. Essential Job Functions and Responsibilities: Director is responsible for development and execution of cost effective call strategies that will optimize collections, reducing bad debt, equipment loss and related churn expenses. This includes the following programs: Inbound, Outbound, and Fraud prevention. Job Requirements: -Recommend, develop, execute and monitor inbound and outbound contact programs for delinquent callers. Program must be designed to encourage payment of delinquent accounts by segmenting degree of delinquency. Extensive use of testing (new channels, new segments) and interaction with analysis team. -Recommend, develop, execute and monitor outbound fraud management functionality using current Fraud Management tools, including Phone and Mobile Internet high balance, prior bad debt and returned payment queues. Identify and launch new tools that will further reduce Fraud related losses. -Design new regional organization effectively balances scale efficiencies with current locations and capacities. Implement new dialer infrastructure across the region (upgrade Aspect plaform in 2 markets, implement new Aspect capability in a few locations). -Re-engineer our dialer processes to dramatically improve agent level performance and loss reduction Education and Experience: -Minimum 11 - 15 years of experience in Contact Center Operations/Payment Services with experience in Contract Negotiation and Profit and Loss Statements required. -Minimum 7-10 years of relevant work experience required. -Minimum 11-15 years relevant leadership experience required. -Bachelor's degree (B. A.) from four-year college or university; or equivalent training, education and experience required. Travel requirements and frequency- Occasional Travel Legal/Financial Responsibilities:Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times. Physical Requirements: The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, courtesy cable (in specified areas). Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located in five geographic areas--New York State (including New York City), the Carolinas, Ohio, Southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14.7 million customers who subscribe to one or more of its video, high-speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. More information about the services of Time Warner Cable is available at www.timewarnercable.com, www.twcbc.com and www.twcmediasales.com . Time Warner Cable is an Equal Opportunity Employer M/F/D/V/Drug-free Workplace. Qualified candidates please apply at www.timewarnercable.com/careers . FCC Unit_TWC 0593 Controlling Establishment ID 00436 - Henderson Job Requirements

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