Senior Project Specialist, Call Center Telephony Operations

Business Operations Remote, Remote Company Wide, All Frontier Locations


Description

This role will collaborate with cross functional business teams to drive a best in class customer experience with Frontier’s IVR and IVA systems. The ideal candidate will be highly organized, have excellent communication skills, and be forward thinking. The role will work as the liaison to supported business areas, IT and Senior Leadership. A thorough understanding of call routing to maximize efficiencies, self-service and customer experience.

About the Job:

  • Collaborate with cross functional business units to drive best in class IVR/IVA customer experience
  • Coordinate project for supported business units and IT
  • Understand Union contracts related to call routing as well as legal and regulatory requirements
  • Become the company subject matter expert on IVR/IVA flows and modifications and determine the best customer experience
  • Create efficiencies within flows to enable self service options to reduce call volumes
  • Provide reporting and status to senior business leaders
Job Requirements
  • New hires must be fully vaccinated against COVID-19 by their start date with the company (or have been granted a religious or medical exemption accommodation).
  • Strong background in call routing systems and schemas, preferably Avaya and Interactions
  • Ability to work in a fast-paced, constantly changing environment
  • Excellent project management skills and coordination of resources to meet aggressive deadlines while working multiple projects
  • Detail-oriented and well organized
  • A team-oriented person who can work well with all levels of the organization
  • Excellent communication skills and comfort with presentation to senior leaders
  • Experience in requirements gathering and implementing solutions to meet or exceed expectations with call routing software
  • Critical thinking to participate in troubleshooting, problem isolation, resolution and initiate root cause analysis/preventative action
  • Compliance with Service Level Objectives
  • Intuitive and ability to think outside of the box to solve problems
  • Skilled technical writing ability to provide documentation
  • This job requires participation in an On-call rotation. On-call is 1 weekend a month to field assist with off hour questions or issues, determine critical system issues, recommend corrective actions and communicate any status on critical items to leaders

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.