Consultant-Operations Suprt in Concord, NC at Windstream

Date Posted: 4/27/2018

Job Snapshot

  • Employee Type:
  • Location:
    68 Cabarrus Avenue East
    Concord, NC
  • Job Type:
    Service Delivery
  • Experience:
    5 to 7 years
  • Date Posted:

Job Description

Job ID:18001430
Consultant – Operations Support

Primary Job Responsibilities:
• Lead multiple strategic marketing campaigns/programs with significant impact on customer and financial results. Lead and participate on cross functional teams to achieve business goals. 
• Develop marketing campaigns to drive revenue, reduce churn and align with company objectives.
• Work effectively to deliver marketing programs and events that drive results against established strategic objectives, timelines and financial goals.
• Create and manage project plans and timelines to ensure key deliverables are met. Anticipate needs, prioritize tasks & meet deadlines. 
• Drive the integrated marketing communications and collateral to market and promote assigned campaigns.
• Support Local Operations teams with communications.
• Coordinate with Marketing, and support Local Operations Staff around all local events.
• Attends local events and represents Windstream in the area as needed. 
• Liaison between operations and other work groups (engineering, OSP, call center, BTAC, Gov’t Affairs, Marketing, Retail, Assignment, SAG, PR and Corporate Communications).
• Assists Field Ops teams to push metrics through campaigns.
• Reviews areas for new switch placement and/or back feed.

Secondary Job Responsibilities:

• Point-of-contact for President and Local Ops teams for all customer escalations
• Project management of any and all pending escalations.
• Works with the escalations call center to communicate with customers directly on behalf of the President and Ops. team as needed.
• Support:  State President / Directors / Local Managers / Support Staff and front-line employees.
• Reports: daily, weekly & monthly compiling of informational statistics and highlighting status of all escalations and resolutions.
• Responsible for the management of all customer escalations and administering and reducing held orders. Investigation and resolution of complaints and preparation of escalations handled by the State President. 
• This position works closely with the other departments to utilize data to reduce and eliminate held orders. 
• Candidate must be able to process multiple escalated events and deal in a crisis mode under pressure to engage a multitude of teams to resolve service impacting issues. 
• Special Projects as assigned.

Job Requirements

Minimum Requirements: 

• College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.
• Must have the ability to gather & analyze data to provide successful resolutions.
• Must be a TEAM player and a change agent as well as process driven. 
• Must be a self-starter with a positive and driven attitude. 
• Strong written, verbal and communication skills are required.
• Basic knowledge of MetaSolv, equipment inventory and task flow desired.
• Possess basic working knowledge of Telephony, Voice, Broadband/DSL, WiFi, and telecommunications technologies, desired.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran. Windstream is a drug-free workplace.