Spectrum
The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.
Charlotte, NC

Digital Service & CX Analyst at Spectrum (Charlotte, NC)

| Charlotte, NC
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JOB SUMMARY
The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.
This role will work closely with vendors, internal teams, and business partners to document caller experiences and identify opportunities for the Interactive Voice Response (IVR) to drive customer satisfaction improvement. This person will design, conduct and report on a variety of caller experience testing initiatives, conduct system changes, perform analysis and reporting, and assist with all Charter system operations.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience for the IVR
Create detailed and descriptive business requirement documentation
Perform analysis, trending and communication of key performance indicators and business initiatives
Make recommendations based on data for process improvement and strategic business decision making
Compile Executive level reporting and presentations as required
Continuously iterate and improve Charter's IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening.
Build effective relationships with the Customer Care, Telephony, IT, and Business Operation teams.
Provide regular and ad-hoc reporting and analysis of IVR system performance, user behavior, and self-service transaction success rates.
Proactively identify customer experience trends and propose solutions
Perform other duties as assigned
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Required Education
Bachelor's degree in Business Administration or related field or equivalent experience
Required Related Work Experience and Number of Years
Business Operations Analysis experience - 3
Project management experience - 3
Telecommunications and/or experience with technology/software products - 3
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge

Passion for customer centric solutions to deliver best in class customer experience
Understand the application of business objectives to functional area
Ability to read, write, speak and understand English
Analyze and synthesize complex data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Partner with internal and external stakeholders, including vendor relationships
Knowledge of process and project management
Knowledge of general accounting and billing procedures
WORKING CONDITIONS
Office environment CSU310 311442 311442BR
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What are Spectrum Perks + Benefits

Spectrum Benefits Overview

Working for Spectrum means working to keep people connected to what matters most, helping underserved communities be better connected, and powering the remote and essential workers which were critical in the past two years.

On top of this mission, the employment opportunity here is financially rewarding - with compelling wages, excellent benefits with no increase in cost, and healthy retirement savings options, we provide the security to build a financially sound future.

There are also many opportunities to learn new skills and grow fulfilling and lasting careers. We offer stability in this time of uncertainty.

We are pleased to offer free or discounted Spectrum services to employees depending on where they live. Employees who live in a Charter service area can receive residential TV, high-speed internet and voice services and have access to Spectrum Mobile. Employees who live outside of a Charter service area can get our Spectrum TV Essentials package and have access to Spectrum Mobile services.

Our employees' financial well-being is just as important as their physical and emotional well-being. With our market-leading company match, for every $1 employees put into their 401(k), we put in $1 up to 6% of their eligible pay. On top of that, most employees receive an additional company contribution equal to 3% of their eligible pay into a Retirement Accumulation Plan.

We're proud to provide employees with some of the best benefits in our industry and we're committed to keeping them affordable so you can keep more of your paycheck. For example, we put up to $1,500 into an account to help you pay for qualified health care expenses and we have absorbed the full cost increase for the medical, dental and vision coverage for 8 years in a row.

We're also proud of the ways our employees grow their knowledge. We help cover the costs, like $5,250 per year in tuition reimbursement, so you can focus on more important things, like your path to greater opportunities. With a dedicated focus on career development, employees can have confidence that day one is truly just the beginning.

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
With our business resource groups, we welcome you to be part of a strong community that gives you opportunities to network, develop and grow your career.
Hiring Practices that Promote Diversity
We aim to foster an inclusive culture and workplace where every person feels empowered. No matter your background, identity or beliefs, we welcome you to explore a career with us.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Spectrum offers discounts at specified per location daycares.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Company Outings
Parking
Spectrum employees have plenty of on-site parking options including lots and a garage.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
We believe mentoring plays a vital role in career growth. We're proud of our mentorship program here at Spectrum.
Online course subscriptions available

An Insider's view of Spectrum

How does your team reward individual success?

Building a culture of success is critical to our companies business success. We have numerous programs that allow peers and leaders to recognize individuals for their contributions. Our Spark allows you to earn points that can be used to purchase gift cards and items from your favorite merchant.

Mary

GVP, Network Security Operations

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