Call center manager

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 funds managed byApollo 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 an IT Manager, Call Center Sales & Services to join our growing IT team! In this role, you will have the opportunity to deliver proactive and predictive sales experience for our call center agents for a better business outcome.

We are looking for an execution-oriented leader who has demonstrated experience creating and delivering best in class sales experience for call center agents.

We want entrepreneurs at heart, who will place a strong emphasis on customer care and drive high conversion rates and sales.

As an IT Manager, Call Center Sales & Services, your duties and responsibilities will include :

• Engage in development and implementation of digital strategy and business solutions to empower the call center agents to place sales and service transactions
• Act as an advisor and partner in translating the business strategy to identify and deliver relevant solutions that add value
• Establish plan to increase call centers orders and optimize conversion rate.
• Evaluate technologies and products, develop system architecture and manage the roadmap for implementing the end-to-end ordering and service platforms to support buy and account management experiences for call center agents
• Define and measure success through clearly defined KPIs to drive agents satisfaction, revenue growth and AHT reduction
• Review, evaluate and prioritize new feature development requests from business partners and stakeholders
• Communicate strategy, roadmap and status to various audiences across the organization
• Accountable for vendor management to ensure high quality third party and Saas integrations
• Accountable for all appropriate risk and security measures for call center applications
• Collaborate with architecture, other cross functional teams to build scalable and resilient solutions
• Hire, grow, develop, and set goals for the team

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

• Bachelor's Degreein Computer Science, Engineering
• 10 years of experience in Telecom ordering and support applications
• Experience in provisioning logging and monitoring systems such as Kibana or Splunk to ensure system stability

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances.

We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and we prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce.

We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.

Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program;

a 401K plan with company match and a host of voluntary benefits.

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

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer

For all applicants, please take a moment to review our Privacy Notices :

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice

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Last updated : 2024-03-24