The Customer Care Communications Manager will manage the daily operations of communications channels and programs within the Customer Care organization. The manager is responsible for the preparation of internal employee communications regarding organizational performance, newly created or modified operating procedures, future direction, and corporate or human resource initiatives and policies. He/she will monitor the accuracy and timeliness of information communicated, as well as manage messaging in brochures, handbooks, memos, emails, newsletters and the customer care intranet portals. The manager will serve as a liaison across all area of Customer Care and Corporate to ensure messages are consistently and effectively disseminated throughout the Customer Care organization.
The manager will review, prioritize, update, and communicate process update requests, then work to develop thorough, realistic plans for the development and continuous improvement of communication channels that support organizational objectives. The manager will translate technical information into clear, easy-to-understand information for an audience. The manager will work with the business leaders and end users to understand business models and goals and help define communication strategy and execution methods.
The manager will ensure the accurate and accessible delivery of information utilizing existing and newly created architecture (knowledge repositories, intranet site, process improvement channels). He/she will partner with process and training teams to ensure consistent and thorough communication across each business function in Customer Care, as well as measure the success of information delivery.
Key Success Factors Initial 12-months:
Implement measurement tool to gauge success of information delivery.
- Evaluate and improve communication solutions for CMCs, ASCs, FSCs based on business objectives.
- Develop and implement consistent communication systems that reduce employee effort, improve efficiency and the customer experience through the delivery of consistent service.
- Establish effective communication methods to ensure consistent information is delivered in a timely manner to team members across all Customer Care centers.
Bachelor's Degree required. Masters Degree or progress toward preferred.
Minimum of 3-5 years directly related experience within a call center and/or service environment.
Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Directs the work of others. A wide degree of creativity and latitude is expected.
Taking a holistic approach to complex seemingly disparate, isolated, independent factors; considering the interrelated nature and identifying interdependencies.
Building Organizational Relationships:
Cultivate an active network of relationships inside and outside of the organization; relate well to key colleagues (i.e. bosses, peers, direct reports); stay in touch with employees at all levels.
Managing Work Processes:
Is an effective process, work flow, and systems designer; is good at figuring out what to measure to track progress; sets up systems that can almost manage themselves; is a master at the effectiveness and efficiency of work systems; can quickly diagnose and fix a work flow problem; always looking for incremental process improvement.
High Impact Delivery:
Project credibility and poise even in highly visible, adversarial situations; deliver clear, convincing, and well organized presentations.
Able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that instigate appropriate actions.
Understanding the Business:
Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understands how businesses operate in general; learns new methods and technologies easily.
Commits to meeting the expectation/need and creating an exceptional experience at each touch point; considers the expectations and requirements of internal and external stakeholders; acts with stakeholders in mind; values importance of providing high quality customer service; demonstrates tact and empathy when responding to customers; is the voice of the customer.
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