Client Reference Code: 286841
This position within the Customer Operations Learning & Development team is responsible for analyzing business operations and recommending learning solutions to meet user needs and organizational goals. Possesses expertise in Billing Customer Service as well as an understanding of the Operations tools and capabilities. This role requires understanding of organizational structure, policies, and operations of an organization, and recommends solutions to improve business processes and planning. Works independently with minimal supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Analyzes business partner's learning delivery operations to understand strengths and weaknesses in order to determine opportunities to automate and streamline processes and functions.
Assists in business process redesign and documentation as needed for new dashboards and learning tools.
Translates high-level business requirements into functional specifications for the organization and/or vendors. Manages changes to such specifications.
Negotiates agreements and commitments by facilitating communication between business unit(s) and/or vendors from initial requirements to final implementation.
Works with business partners within one business function to align technology solutions within business strategies.
Assists Project Managers in development of project plans and use associated project planning tools as needed.
Conducts feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.
Analyzes business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.
Establishes specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.
Collaborates with management to pilot and measure success for new learning programs.
Performs other duties as assigned.
Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Working knowledge of cable television operations, processes and billing systems
- Excellent interpersonal skills
- Strong leadership abilities with the ability to present performance feedback effectively
- Excellent presentation skills with small- to medium-sized groups
- Strong analytical ability
- Ability to work independently
- Demonstrated project management skills
Business or Technical Bachelor's degree or equivalent combination of education and experience.
Related Work Experience
5+ Years - Procedural documentation and project implementation
Related Work Experience
5+ Years - Call center/customer care operations management experience
Normal office conditions
Job Code : CDA360
For more information on Spectrum's benefits, please click here .