Sr Manager, Customer Care Strategy & Process Call Center Operation Optimization, Cox Communications

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Job description



The Sr. Manager Call Center Strategy and Process - Operations Optimization is responsible for identifying key improvement opportunities across the Customer Care Support division and project managing key initiatives with cross-departmental impact. The role requires an understanding of the applications (IVR, Agent Desktop, Speech Analytics, Call Statistics) using data-driven insights, leveraging advanced analytics, to support the leadership team with actionable recommendations.


Primary Responsibilities And Essential Functions
  • Generate analysis that will support decision making and actionable results
  • Support Customer Care Operations team on key Corporate Initiatives
  • Implement analytical approaches and methodologies and assists in the interpretation of results
  • Identify business improvement opportunities across interdepartmental boundaries
  • Communicate findings/recommendations clearly via dashboards and presentations
  • Work with department stakeholders to implement identified process enhancements
  • Assist with ad-hoc departmental analytical escalations
  • Departmental back up responsibility for Critical Response Plan

  • Bachelor’s Degree in Business or Finance
  • 5 or more years providing advanced analytic support
  • Ability to handle multiple projects simultaneously while meeting deadlines
  • Excellent presentation, analytical, verbal and written communication skills
  • Skill in using collaborative approaches to finding solutions and building partnerships
  • Strong background in statistical modeling
  • Proficient in Microsoft Word, Excel and PowerPoint
  • Ability to work in a matrix managed organization
  • Experience in telecommunications industry desired


Your Career at Cox

From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.


Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.


Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at:


Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.


Organization: Cox Communications, Inc.


Primary Location: US-GA-Atlanta-6305 Peachtree Dunwoody Rd


Employee Status: Regular


Job Level: Manager


Shift: Day Job


Travel: Yes, 5 % of the Time


Schedule: Full-time


Unposting Date: 2017-02-15Category: Client and Customer ServiceCategory: Client and Customer Service