**Description**

**We Push the Boundaries of Possibilities for our Communities.**

Bluepeak is seeking an experienced and resourceful Sr. Manager of Customer Care Operations to join our team. You will report to the Director Customer Success and be responsible for developing and delivering training & quality assurance programs that will drive the productivity and efficiency of the Care organization. If you want to make a difference in a fast growing, high paced environment, this is the role for you!

You should have an eye for detail, excellent organizational skills, and the ability to think strategically. Additionally, you must possess excellent communication, interpersonal, and critical thinking skills. You should have meaningful knowledge of adult learning principles and experience developing and delivering training and quality assurance programs along with in-depth knowledge of call center operations and processes. If this sounds exciting, please read on.

Be part of our innovation- building and delivering a fiber-rich internet connection to peoples doorsteps.

**What You Will Do:**

Lead a team that will design, develop and deliver comprehensive training programs and solutions for the Customer Care organization ensuring alignment with company goals, objectives, and strategy.

Identify training needs and oversee best in class prioritization of company and learning initiatives.

Own learning technology to drive maximum data insights and learning effectiveness.

Partner with Customer Care managers to establish agent KPI scorecards and quality performance metrics to measure success and increase team accountability with real-time feedback and coaching, aligning with department and company goals.

Define, own, and maintain the quality standards used to hold customer-facing team members accountable to the desired customer experience.

Ensure calibration of the groups (management, QA staff) responsible for coaching/developing customer-facing team members to the quality standards.

Act as a Customer Care experience subject matter expert on cross-functional projects.

Champion positive change to improve service levels, increase customer satisfaction, reduce resolution times and lower operating costs to help us manage critical operational KPIs to achieve broader company goals.

Contribute to planning and deploying new tools ensuring best possible outcomes from both quality and efficiency standpoints.

Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty.

Other related duties as assigned.

**What You Need:**

Bachelors degree in a related field of business required.

7 years experience defining learning strategies and solutions that address talent gaps.

Knowledge of leadership and employee development strategies and contemporary practices and technologies.

Program design and delivery experience in multiple topics and geographies.

Previous experience in telecommunications/broadband industry highly preferred.

Leadership and delivery of business learning and development initiatives.

Strategic thinking and analytical skills to identify learning needs and influence partners around solutions using qualitative and quantitative data.

Adult learning knowledge and related company practices to lead skill and behavior change in all segments of the workforce (e.g., leader, manager, employee).

Excellent facilitation and presentation skills.

Project management expertise and ability to manage multiple projects simultaneously and complete those projects on time and within budget.

Fundamental understanding of contact center metrics.

Ability to turn data/anecdotal feedback into impactful change.

Experience working with Customer Support quality management tools.

Adept at identifying potential project roadblocks and developing mitigation strategies.

Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.

Upon job offer, must be able to complete a background check and a drug test prior to employment.

**Why Work at Bluepeak?**

Competitive Compensation Annual Bonus Eligibility

Comprehensive Benefits Package, including Medical, Dental, Vision, Life, and 401(k)

Generous Vacation and Paid Sick Time Paid Holidays and Personal Days

Professional development with an emphasis on Internal Promotion

Employee discounts on Bluepeak Services, including Internet

Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

**About Us**

We believe that the size of the city shouldnt determine the quality of the technology. Thats why we are building for you: Faster, more reliable, and without the things that get in the way of great servicelike red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, were not only providing the best fiber connections in your community, but were also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)