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Bringing a fast, reliable internet service to homes and businesses across rural and suburban America.
Manager, Communications – Channel Readiness
Location
North Carolina
Posted
74 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Communications – Channel Readiness
Brightspeed
• Identify, justify, and prioritize communications opportunities associated with contact center, sales channel, and support interactions with customers • Plan, develop and execute communications plans/campaigns to support business initiatives • Identify communication needs within the various call center businesses through performance analysis and consultation • Manage Knowledge Base to support operations • Coordinate Call Center Huddles on the training/comms side • Oversee Employee Engagement Efforts and Employee Surveys • Develop and maintain inbound and outbound acquisition, chat, SMART, saves and digital experience content • Support request intakes and reviews to ensure business owner needs are successfully completed • Collaborate with stakeholder organizations to align communications with support models
Job Requirements
- Excellent communication skills (oral and written)
- People Management experience (has direct report)
- Telecom background
- 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
- 5+ years large-scale contact center operations experience
- Demonstrated ability to develop successful communications across all levels of the organization
- Demonstrated project management skills; must have experience in establishing timelines, detailed reports, and executive summaries
- Proficient in Microsoft Excel, PowerPoint, Word, Adobe Design, and video creation/editing tools
- Ability to identify employee and customer experience gaps
- Ability to prioritize multiple tasks and meet critical deadlines
- Ability to communicate project needs to internal and external teams/vendors
- Ability to troubleshoot and self-resolve communications issues through networks and partnerships with SMEs
- Working knowledge of mass markets products
Benefits
- Competitive compensation
- Comprehensive benefits including medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Voluntary benefits
- Paid time off
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