Manager, Call Center Technologies

  • Charlotte, NC, USA
  • Employees can work remotely
  • Full-time
  • Department: Information Technology

Company Description

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by private equity firm Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

We have an exciting opportunity for a Manager, Call Center Technologies. As the Manager you will be a vital member for the IVR & Call Center technologies, serving as an expert on the needs and desires of our customers. Reporting to the Director of Voice and Natural Language Platforms, you’ll use your expertise to build, support & provide technical leadership to analyze, design, and deliver clinical/business solutions. You will lend expertise to answer technical consulting questions, individually or as part of a project team and serve as a subject matter expert who can represent creative solutions, process, and strategy related to Enterprise Contact Center technology, architecture, infrastructure, applications, and process.  Participate in large scale, multi-functional projects, including product development, merger and acquisition, and divestiture activities, with an open and creative mindset focused on delivering contact center and/or Customer solutions. Your success will be measured by achieving subscriber growth and satisfaction targets. Come help us build the best and fastest fiber-optic network in America! As Manager, Call Center Technology your responsibilities will include:

  •  You will collaborate with cross-functional teams to bring in new strategies for efficient call center routing.  
  •  Translate business requirements to full stack solutions using Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. 
  •  Use IVR/market insights to establish differentiated value propositions that solve customer pain points and improve call routing and service levels 
  •  Provide leadership and expertise in the development of standards, architectural governance, design patterns, and practices for all things Unified Communications. 
  •  Be responsible for identifying gaps and issues, recommend areas of opportunity, determine potential timing and sequencing of improvement initiatives, and define the costs and benefits of proposed solutions and champion them 
  • Lead a team of contact center architects with specialized focus on critical system components including both the platform and application stacks 
  •  Identify areas for expansion and improvement by maintaining a forward-looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications 
  •  Collaborate with App Dev, IT Operations, and IT Security teams on planned project requirements and enterprise solutions. 
  •  Research, evaluate and recommend new infrastructure solutions and enhancements. Perform proof of concepts and create and present proposals to senior management. 
  •  As needed, work closely with vendors to procure equipment and services as they relate to the Contact Center. 
  •  Provide oversight and guidance during Contact Center related outage scenarios 
  •  Participate in business continuity and disaster recovery planning to minimize work disruption. 
  •   Work closely with the business leaders in matching the technology to the changing demands of the business 

Qualifications

WHAT IT TAKES TO CATCH OUR EYE: 

  • Bachelor’s Degree 
  • Deep Understanding and experience with Contact Center as a Service 
  • Comprehensive understanding of Contact Center metrics and dashboards for critical contact center components: Average Handle Time (AHT), Sentiment, Performance Metrics, Contact Analysis and Types, Customer Experience, Productivity, Desktop Intelligence and Screen Analysis. 
  • Experience integrating CTI functionality such as: Screen Pops, Screen Recording, and other helpful workflow contact features. 
  • Clear and concise written and verbal communication Skills. 
  • Solid Presentation Skills. 
  • Experience presenting to Senior Management and other Stakeholders. 
  • Ability to self-manage projects including but not limited to these planning types: task, resource, communication, risk, and financial. 
  •   Experience building trusted relationships internally and externally 

BONUS POINTS FOR: 

  •    Master’s Degree 
  •    Experience in Genesys IVR technologies 
  •    Experience in agile development methodologies  
  •    Experience driving contact center customer experience transformation and adoption efforts. 

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company’s legal obligations including potentially accommodating an employee’s sincerely held religious beliefs or medical condition.