Voice Communications Analyst jobs in Norwalk, CT

Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.

BE PART OF THE CONNECTION

Your role as a Digital Service & CX Analyst will be to drive digital communications to customers during their onboarding process with Spectrum, through all available channels (Email, SMS, Push notifications). Additionally, you'll evaluate emerging technologies that contribute to Charter's vision to drive best in class digital self-service.

WHAT OUR DIGITAL SERVICE & CX ANALYSTS ENJOY MOST

• Driving customer communication requirements, roadmap management, feature grooming, testing, analysis, and reporting for customer touchpoints including order confirmation, equipment tracking, activation instructions
• Educating and socializing the Digital Service & CX strategy to internal and external partners
• Supporting the integration of new products and services, regulatory requirements, tools, technologies, and markets into existing operations
• Ensuring complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products and services
• Ensuring all defined business rules/policies are documented and implemented as designed
• Functioning as the liaison between the business unit and other functional organizations
• Leveraging data for customer service implementation enhancements

On a given day you'll work in a dynamic office environment managing small to mid-size projects and contributing to requirements and prioritization of larger ones. You'll thrive in this position if you can work both independently and collaboratively.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Business Operations Analysis experience: 3 years or more; Telecommunications and/or experience with technology/software products: 3 years or more
• Education: Bachelor's degree in Business Administration or related field or equivalent experience
• Technical skills: Personal computer and software applications (i.e. Word, Excel, Visio, etc.)
• Skills: Analyze and synthesize complex data
• Abilities: Quickly identify business problems & opportunities; communicate effectively orally and in writing; define key performance indicators/metrics; manage multiple projects simultaneously; document, prepare, and present data-driven presentations; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships

Preferred Qualifications

• Project management experience: 3 years or more

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
• Total Rewards:

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