Director, Contact Center Strategy

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 by 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

Brightspeed is looking for a passionate Director, Contact Center Strategy to lead the design, development, and implementation of the company’s contact center transformation team. This is a highly visible role that requires strong cross-functional engagement across all contact center organizations and all lines of business. You will be both tactically and strategically minded with a deep understanding of day-to-day contact center operations and has expertise with sales, service, and technical support centers. You will be responsible for evaluating the current contact center experience, identifying gaps, providing recommendations, and proposing solutions that meet Brightspeed’s business priorities. You will have a proven track record of successfully developing and implementing call center transformation initiatives that span large-scale internal and external BPO partners.

As a key member of the Mass Markets Sales and Marketing Organization, this role will report to the Vice President, Sales and Channel Management and has the following key responsibilities:

• Establish a single end-to-end omnichannel contact center strategy
• Complete Contact Center Assessments that focus on people, process, and technology
• Lead Contact Center Outsourcing RFP selection, onboarding, and offboarding
• Understand call drivers and how self-service can optimize the contact center experience
• Collaborate with agencies and key partners to obtain insights and build business solutions that improve the customer experience
• Analyze data to identify opportunities to increase efficiency and/or reduce costs.
• Visit / interview call center sites to assess overall program health; ensure compliance and identify best-practices
• Build and maintain strong relationships with key stakeholders to properly manage expectations on performance, business requirements, and overall strategic direction
• Deliver significant improvements in KPI’s like First Call Resolution and Transfer Rates
• Lead continuous improvement initiatives

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in a related field from an accredited college/university
• 7+ years of recent contact center management experience
• 3+ years of current experience managing large projects and building structure and processes
• Knowledgeable of omni-channel call center software/technology (IVR, WFM, QA, Chatbot, Email, etc)
• Experience in customer service transformation, call routing, reporting metrics/KPIs, multiple BPO’s, RFP’s and supplier/contract management
• Experience conducting analysis, building business cases and implementing recommendations
• Strong organizational, problem-solving, project management and analytical skills
• Experience planning and leading strategic initiatives
• Strong leadership, verbal & written skills, including presentation skills and proficiency in MS Office (Excel, Word, PowerPoint, Visio)
• Works well with everyone from frontline employees to executive stakeholders
• Ability to travel domestically and internationally as needed (estimated 25%)

BONUS POINTS FOR:

• MBA, or MS in tech-related field
• Project Management and/or Contact Center Experience Certification
• Strategic Contact Center Technology and/or Transformation Consulting Experience

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Additional Information

All your information will be kept confidential according to EEO guidelines.

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 have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!