Technical Program Manager, Contact Center Enablement

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!  

We are seeking a Technical Program Manager to support our Contact Center Enablement team in driving process improvements and technology enablement within our contact center environment. In this role, you will play a critical part in managing complex projects that enhance the efficiency and effectiveness of our contact center operations.

This role involves collaboration across various teams, data analysis for process improvement, and the execution of strategic initiatives that align with our business objectives. You will be a self-starter with a strong analytical mindset and exceptional communication skills.

• Process Improvement and Innovation
  • Research and analyze emerging contact center technologies, particularly in A.I., to implement innovative solutions that streamline processes and enhance operational performance.
  • Lead complex technical initiatives that align with industry best practices. Ensure that all innovations support the strategic goals of improving agent performance and customer satisfaction.
  • Foster a culture of continuous improvement by identifying opportunities for innovation and process enhancements. Utilize data analytics to assess the effectiveness of implemented changes and drive further improvements.
• Project Management and Execution
  • Develop integrated project plans, scope, and timelines for multiple initiatives, ensuring timely delivery of objectives.
  • Conduct regular project team meetings, enhancing communication and collaboration across business units.
  • Act as the primary liaison between stakeholders and technical teams to address challenges and implement solutions effectively.
• Cross-Functional Collaboration
  • Foster strong relationships with IT, product, and operations teams to align initiatives and gather insights for continuous improvement.
  • Facilitate training and development sessions to address process improvement needs within the contact center.
  • Establish feedback mechanisms to gather insights from agents and customers. Use this feedback to inform ongoing improvements and innovations in processes and technologies.
• Performance Management and Reporting
  • Establish key performance indicators (KPIs) and metrics to evaluate the success of contact center initiatives.
  • Analyze performance data to identify areas for improvement and inform decision-making processes.
  • Prepare and present detailed reports on project progress and outcomes to senior management.

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in Business Administration, Information Technology, or a related field
• 5+ years of experience in a contact center, telecom, or process improvement role
• Proven project management skills, with experience leading complex projects from inception to completion
• Strong analytical skills, with the ability to leverage data to drive strategic decisions and improvements
• Excellent communication and presentation skills, capable of engaging with stakeholders at all levels
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Proficient in MS Office Suite, particularly Excel and PowerPoint

BONUS POINTS FOR:

• Background in customer service and technical support

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

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.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice