Sr Analyst/Consultant-Customer Operations

Sr Analyst/Consultant-Customer Operations

Matthews, NC, USA ● VirtualReq #672

Friday, April 26, 2024

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

• As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
• Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
• Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!

_**

About the Role:

We're seeking a dynamic individual to fulfill the roles of a Customer Experience Analyst and Administrative Coordinator, contributing to both the enhancement of our customer journey and the efficient management of administrative tasks. This hybrid role requires a blend of analytical acumen, program management skills, and administrative expertise to drive improvements in customer experience while ensuring smooth operations across various functions. If you're a proactive, detail-oriented individual who thrives in a dynamic environment and is passionate about both customer experience and administrative excellence, we'd love to have you join our team and make a meaningful impact on our customers' journey.

What You’ll Do:

Customer Experience Program Management (70% of time):

• Lead and support initiatives aimed at improving the overall customer experience, from initial engagement to post-support
• Coordinate cross-functional teams to execute customer-centric programs and initiatives effectively
• Act as a liaison between different departments to ensure alignment on customer experience strategies and administrative processes
• Utilize analytical tools and methodologies to gather, analyze, and interpret customer feedback, and behavioral data
• Translate data insights into actionable recommendations to drive continuous improvement in customer satisfaction and loyalty

Travel & Expense (T&E) Management (10% of time):

• Oversee the end-to-end T&E process, ensuring complains with company policies and regulations

Administrative Support (10%)

• Provide administrative support including calendar management, scheduling meetings, and organizing travel arrangements
• Assist in preparing reports, presentations, and documentation using Microsoft Office suite (Excel, Word, PowerPoint)
• Ensure smooth operations by managing administrative tasks efficiently and proactively addressing any issues that may arise

Do You Have?

• Proven experience in administrative responsibilities, contact center management, customer experience management and program coordination
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and departments.
• Proficiency in Microsoft Office suite (Excel, Word, PowerPoint) and familiarity with T&E management systems.
• Passion for delivering exceptional customer experiences and driving positive change within the organization

Even Better:

• Bachelor's degree in Business Administration, Marketing, or related field is preferred
• Experience in project management or coordination is a plus

Minimum Requirements:

College degree and 3-5 years professional level experience with 1+ years supervisory experience for roles with supervision; or 7+ years professional level related experience with 1+ years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related experience required.

The compensation range for this position is $63,500 - $81,700.

Physical Tasks - Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance : Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier

_**

Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
• Identity Theft, Legal, Auto & Home and Pet Insurance
• https://windstreambenefits.com

Windstream CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

Our Employee Resource Groups:

• WinVets – Veteran Employee Resource Group
• WOW – Women Employee Resource Group
• WINPRIDE – LGBTQ+ Employee Resource Group
• WBPN – Black Professional Resource Group
• WARG – Ability Resource Group
• LaFamilia –Hispanic Resource Group

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, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. 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.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Other details

• Job FamilyOperations
• Job FunctionSales & Service Support
• Pay TypeSalary

Apply Now

• Matthews, NC, USA
• Virtual