At DIRECTV our amazing people, combined with a culture that thrives on collaboration and creativity, are the foundation that create a great place to work. We empower our people to push the limits of what’s possible, driving groundbreaking innovation each and every day. We’re redefining the future of entertainment and we’re ready for you to play a big part in that future too.
This is a work from home position that can be located anywhere in the United States. #virtualwork #virtualjob
The AVP Call Center (DTV Technology) provides strategic leadership and direction for the delivery of pre/post-sales service support to consumer or business customers, including participating in the resolution of customer concerns and defining/developing a customer contact strategy.
Key Roles and Responsibilities: Overall responsibility for the operations of the call center or service teams by analyzing the operational processes for effectiveness and practicality. Develops the overall strategic business plans for the customer/business sales and service functions including policies and procedures, operating structure, and profit/loss responsibility. Establishes and implements overall product/service standards for the call center to ensure quality and consistency. Directs interactions with all organizational areas to identify and respond to specific customer sales and service needs; may directs and coordinates activities with Sales, Marketing, Engineering and Operations to resolve customer problems/issues. Develops and implements customer or business sales and service policies and procedures. Responsible for the resolution of complex customer questions/issues. Develops process improvement plans to meet customer or business sales and service expectations. Overall responsibility for providing adequate cost efficient workforce availability in keeping with budgetary constraints and for achieving monthly market area objectives and maximizing revenue: expense ratio, and responsible for meeting the technical, regulatory and administrative requirements for the service center. May develop market area strategy or direct a broad range of customer sales and service activities to ensure high quality service is provided in the resolution of customer questions and issues. Directs the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating, and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Education: Bachelor's or Advanced degree preferred.
Experience: Typically requires 10 or more years of experience and at least two years of management responsibility.
A career with us comes with big rewards:
Our AVP Call Center (DTV Stream) earn between $127,100 - $254,300 depending on geographic location. Not to mention all of the other amazing rewards that working at DIRECTV offers. From health insurance, tuition reimbursement and paid time off to discounts on products and services, just to name a few.
Ready to apply?
DIRECTV will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws