Sr Consultant-Operations Suprt in Work From Home at Windstream

Date Posted: 10/6/2020

Job Snapshot

Job Description

Job ID:20003065

The Senior Consultant is responsible for supporting the OfficeSuite team with all aspects of project planning, tracking and support.  The primary goal is to drive improvement in the teams and the customer experience.  Responsibilities include, but are not limited to:

  • Provides overarching support and governance within the OfficeSuite Service Assurance Organization with a focus on initiatives that drive performance; to both Domestic and 3rd Party Repair space.
  • Reviews, develops and defines comprehensive business process through in-depth review and analysis; documenting and mapping consistent go-forward. Communicates and trains process to ensure adoption and consistency across various repair teams.
  • Evaluate, prepare, maintain and publish management status reports, progress tracking reports, meeting minutes, obstacles / delay notifications and other documentation
  • Work in conjunction with leadership team and prioritize key tasks and projects aimed at 3rd Party Support. Interfaces with key parties (Project Support / SASS, IT, SA Leadership, ect) through to completion. 
  • Develop and maintain process documentation repository for 3rd Party Space (Confluence); ensuring process documentation lives within the space and provides guidance and support to external teams (IE: Various Service Assurance Teams or Customer Advocacy/Sales).
  • Analyze and support 3rd Party Transactional NPS Performance aimed at developing key initiatives to target specific measurable improvements.
  • Works in conjunction with Quality Support Team to assist in development and support of QA Metrics within 3rd Party. Liaison between QA and 3rd Party to ensure training, reporting, review and targeted improvements within QA performance.
  • Additional & various general support as defined and needed across Service Assurance aimed at Optimization or improved Customer Experience.

Job Requirements

Essentials Skills/Abilities:
  • Highly motivated and self-directed individual
  • Strong project management skills and execution 
  • Excellent analytical skills. 
  • Excellent verbal and written communication skills. 
  • Must be organized and a team player.
  • Openness to change and ability to adapt in a fast moving environment a must.
Preferred Functions:
  • Reporting Tool: Excel
  • Data Visualization Tool: Tableau, etc. 
  • Presentation Tool: PowerPoint, Word, PDF, etc.
  • QL/Database: Oracle, Microsoft SQL server, MS Access
  • Working knowledge of Operational systems for Repair.
  • Understanding of processes for functional teams
  • Able to work with business owners and vendors to develop processes that improve efficiency

Minimum Qualifications:  

College degree and 8 years professional level experience; or 12 years professional level related experience; or an equivalent combination of education and professional level related experience desired.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.