Responsibilities

• Identify, justify, and prioritize communications opportunities associated with contact center, sales channel, and support interactions with customers, utilizing a variety of communication tactics to include online and printed materials, huddle topics and others as needed
• Plan, develop and execute communications plans/campaigns which will support business initiatives and improve acquisition, solutions and saves behaviors
• Identify communication needs within the various call center businesses through performance analysis and regular consultation with business managers
• Manage Knowledge Base to support operations
• Call Center Huddle Coordination on the training/comms side
• Oversees Employee Engagement Efforts, Employee Survey
• Develop and maintain inbound and outbound acquisition, chat, SMART, saves and digital experience content for communications delivery, driving performance and ensuring customer satisfaction metrics are attained
• Support request intakes and reviews to ensure business owner needs are successfully completed
• Collaborate with stakeholder organizations to ensure communications are aligned with corresponding support models and business adoption/operational readiness plans
• Drives continuous improvement practices across the organization by collaborating with key internal stakeholders

Requirements

• Excellent communication skills (oral and written)
• People Management (has a direct report)
• Telecom background a must
• Communication Manager experience
• Video Creation using Vyond and Adobe Premier Pro
• Bachelor’s degree or equivalent education and experience
• Expert in presentation development and public speaking/facilitation skills
• 5+ years’ experience developing communications strategies with multiple tactics including written and visual options
• 5+ years large-scale contact center operations experience, focusing on change management, program development and execution
• Demonstrated ability to develop successful communications across all levels of the organization

Preferred

• Working knowledge of the Marketing products and procedures
• Working knowledge of SAP Success Factors, automation tools, AI and digital platforms
• Working knowledge of Power BI

Benefits

• 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. 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.
• Inclusion and belonging 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.