IT Manager – Call Center Sales & Services at Brightspeed (Charlotte, NC)

| Charlotte, NC
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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 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

We have an exciting opportunity for a manager, call center applications to join our growing IT team! As Manager, call center sales & services, you have the challenge and 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 Manager, call center sales & services the 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 

#LI-RD1

Qualifications

WHAT IT TAKES TO CATCH OUR EYE: 

  • Bachelor’s Degree in Computer Science, Engineering.

  • 10+ years of experience in Telecom ordering and support applications.
  • Expertise in implementing applications in Microservices, spring, spring boot, spring reactor, kafka, Java/reactjs, Mobile/Web, Cloud, Kubernetes and EKS Architecture and proven ability to deliver on the technology ecosystem
  • 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.

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 are opening a 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 who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the Charlotte area. 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

More Information on Brightspeed
Brightspeed operates in the Internet of Things industry. The company is located in Charlotte, NC. Brightspeed was founded in 2022. It has 65 total employees. To see all 160 open jobs at Brightspeed, click here.
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