پست شده در: غیره در شارلوت | آخرین بروزرسانی: |
Job Description
Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and build a strong customer experience within our Small Business and Enterprise segment.
Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate and significant impact on the business. In this position, you will focus on supporting a responsible for contact center enterprise sales and support. You will lead and motivate a team focused on an exceptional experience responsible for inbound sales, customer care, portal support, billing and invoice assistance.
In this role, you will be in a leadership role overseeing an organization of Individual contributors and third-party outsourced vendor partners. The organization is comprised of multi-faceted customer care and support disciplines dedicated to the success of inbound sales, customer support, portal administration and invoice support for the small business and enterprise customer base. You will be responsible for redefining the customer experience through development of service procedures, execution KPIs and establishing goals to promote revenue growth, retention, and overall client satisfaction. You will lead through solution transformation and onboarding of new technology within the company.
As the Manager, Enterprise Center Sales & Support, your duties and responsibilities will include:
Develop Contact Center customer experience KPI goals and coordinates with the team to meet, exceed and evolve those goals on a consistent basis
Monitor, Analyze and Take Action with regards to vendor performance
Drive and Deploy vendor scorecards and lead direction on success criteria
Fully integrate into the sales and ordering process to architect success in delivery of a quality customer experience
Lead ongoing implementation, provisioning, and quality assurance of telecommunications service delivery
Work with Training and Development on content related to sales and ordering processes, improvements and changes
Partner along-side of Product Management to develop ordering processes related to new product introduction and launch
Serve as the subject matter expert in order onboarding, fallout resolution and customer escalation
Responsible for accurate and timely communication of milestones to internal and externally facing teams – proactively escalating as needed
Demonstrate ability to efficiently and accurately manage requests with competing priorities
Maintain supplier adherence to corporate compliance standards
Assist other departments or work groups, providing expert knowledge and leadership from within
Properly prioritize tasks, orders and assignments
Perform project-based duties based on organizational growth demands
Create a workplace culture of employee engagement, empowerment, and innovation
Responsible for development of operational policies, methods and procedures that uphold the technical specifications of the customer and corporate network
Serve as the escalation point for customer inquiries and issuesIncludes: general escalations, error resolution, solution consulting, education and coaching
Implement an effective customer experience standard for execution and delivery of traditional telecommunications products and support for evolving solution infrastructure
Maintain accurate records and documents of customer interaction, service activities and discussions
Elevate customer engagement and delivery expectations
Measure service statistics and provide detailed reports on findings, opportunities and improvements
Collaborate with sales and operations ecosystem to execute a connected customer journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support)
Motivate teams through change, growth, and evolution and continuing education
Participate in strategic and operational discussion with business leadership, owning strategy, execution and business outcomes
Operate in sponsorship with IT, product and network operations to evaluate and implement new/improved technology standards
Demonstrate the ability to lead constructively and effectively through complex scenarios with competing priorities
Lead cross-functionally to consult and guide through complex networking, troubleshooting and business outcome realization
Create a strong environment of leadership from within to promote proactive thought leadership and resilient change behaviors
