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IT Manager Call Center Sales Services

4 months ago

Charlotte, North Carolina, United States Brightspeed Full time

Job Description

We have an exciting opportunity for an IT Manager, Call Center Sales & Services to join our growing IT team In this role, you will have the opportunity to deliver proactive and predictive sales experience for our call center agents for a better business outcome. We are looking for an execution-oriented leader who has demonstrated experience creating and delivering best in class sales experience for call center agents. We want entrepreneurs at heart, who will place a strong emphasis on customer care and drive high conversion rates and sales.

**As an IT Manager, Call Center Sales & Services, your duties and responsibilities will include: **

Engage in development and implementation of digital strategy and business solutions to empower the call center agents to place sales and service transactions
Act as an advisor and partner in translating the business strategy to identify and deliver relevant solutions that add value
Establish plan to increase call centers orders and optimize conversion rate.
Evaluate technologies and products, develop system architecture and manage the roadmap for implementing the end-to-end ordering and service platforms to support buy and account management experiences for call center agents
Define and measure success through clearly defined KPIs to drive agents satisfaction, revenue growth and AHT reduction
Review, evaluate and prioritize new feature development requests from business partners and stakeholders
Communicate strategy, roadmap and status to various audiences across the organization
Accountable for vendor management to ensure high quality third party and Saas integrations
Accountable for all appropriate risk and security measures for call center applications
Collaborate with architecture, other cross functional teams to build scalable and resilient solutions
Hire, grow, develop, and set goals for the team

Qualifications:
Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

Bachelor's Degree in Computer Science, Engineering
10+ years of experience in Telecom ordering and support applications
Expertise in implementing applications in Microservices, spring, spring boot, spring reactor, kafka, Java/reactjs, Mobile/Web, Cloud, Kubernetes and EKS Architecture and proven ability to deliver on the technology ecosystem
Experience in provisioning logging and monitoring systems such as Kibana or Splunk to ensure system stability

#LI-SS1
Additional Information
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.

Diversity, equity and inclusion 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/Veterans/Disabled

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

Brightspeed's Privacy Notice for California Residents
Brightspeed's Privacy Notice