Operational Readiness Analyst

Are you a critical thinker who likes to collaborate on business solutions? Excellent communicator, well-organized, and analytical? If so, you could find your fit on the Customer Service Operational Readiness Team.

At Spectrum, we keep customers connected across our 41-state footprint. Working with departments across Customer Operations, our Operational Readiness team supports change management for all activities that contribute to the acquisition, satisfaction, and retention of customers. By coordinating the execution of improvements, our Operational Readiness team plays a vital role in delivering the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As an Operational Readiness Analyst, you'll provide direct support to process improvement and standardization initiatives within Customer Service Operations. You will work with business users to understand requirements and expectations, facilitate the interactions among different functional groups within the organization, and make recommendations for business and process improvements.

HOW YOU'LL MAKE AN IMPACT

• Acting as a process improvement practitioner by leading efforts to enhance processes, reduce waste, and increase effectiveness
• Providing regular readouts on initiative progress to leadership
• Researching best business practices within and outside the organization to establish benchmark data
• Assessing requirements for internal processes that ensure compatibility with strategic goals
• Partnering with business process owners and management on strategic initiatives
• Communicating team progress

On any given day you'll be evaluating operational deployment needs including training, reporting, and monitoring of the customer and customer service representative (CSR) experience throughout deployment. You'll excel in this role if you work well in a dynamic office environment and are able to self-train and pick up new skills quickly.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Process or data analysis: 2 years or more; customer service/call center operations: 2 years or more; general systems and applications experience: 2 years or more
• Education: Bachelor's degree in Business or related field/equivalent experience
• Skills: Written & verbal communication & presentation skills; moderate telephone billing systems knowledge (CSG, CRM, ICOMS-preferred); strong analytical skills; proficient use of PC software applications (Access, Excel & PowerPoint)
• Abilities: Multi-task; maintain and create spreadsheets
  Hybrid Schedule: Four in-office days weekly

Preferred Qualifications

• General cable industry experience