Technical Program Manager, Contact Center Enablement Job at Brightspeed (Charlotte)

Job Description

We are seeking a Technical Program Manager to support our Contact Center Enablement team in driving process improvements and technology enablement within our contact center environment. In this role, you will play a critical part in managing complex projects that enhance the efficiency and effectiveness of our contact center operations. This role involves collaboration across various teams, data analysis for process improvement, and the execution of strategic initiatives that align with our business objectives.

Job Responsibility

Research and analyze emerging contact center technologies, particularly in A.I., to implement innovative solutions that streamline processes and enhance operational performance
Lead complex technical initiatives that align with industry best practices
Foster a culture of continuous improvement by identifying opportunities for innovation and process enhancements
Develop integrated project plans, scope, and timelines for multiple initiatives, ensuring timely delivery of objectives
Conduct regular project team meetings, enhancing communication and collaboration across business units
Act as the primary liaison between stakeholders and technical teams to address challenges and implement solutions effectively
Foster strong relationships with IT, product, and operations teams to align initiatives and gather insights for continuous improvement
Facilitate training and development sessions to address process improvement needs within the contact center
Establish feedback mechanisms to gather insights from agents and customers
Establish key performance indicators (KPIs) and metrics to evaluate the success of contact center initiatives
Analyze performance data to identify areas for improvement and inform decision-making processes
Prepare and present detailed reports on project progress and outcomes to senior management

Requirements

Bachelor’s degree in Business Administration, Information Technology, or a related field
5+ years of experience in a contact center, telecom, or process improvement role
Proven project management skills, with experience leading complex projects from inception to completion
Strong analytical skills, with the ability to leverage data to drive strategic decisions and improvements
Excellent communication and presentation skills, capable of engaging with stakeholders at all levels
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
Proficient in MS Office Suite, particularly Excel and PowerPoint

Senior Logistics Technician

As a Senior Logistics Technician, you will prioritize and assign ticketed work t...

Location

United States , Ashburn

Salary:

27.16 - 43.27 USD / Hour

Microsoft Corporation

Expiration Date

Until further notice

Requirements

High School Diploma AND 2+ years experience in warehouse/supply chain in an information technology (IT) environment, logistics, supply chain, inventory management, retail, or a related field. OR equivalent experience
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport

Job Responsibility

Customer Service: Maintains a strong focus to optimize resources and improve quality. Serves as a liaison across Data Center teams, and supports Microsoft and non-Microsoft gear deliveries. Positions organization to deliver solutions that exceed customer expectations. Maintains a strong stakeholder focus to improve quality and ensures that the customer receives the highest return on investment. Engages with internal and external stakeholders, building relationships with vendors and providing oversight, to manage issues as they arise. Collaborates with the IAM Standard team and Engineering team to execute and refine pilot processes, tools, or feature enhancements.
Data Bearing Device (DBD) Destruction: Ensures team is following all processes and procedures to do this in a timely manner. Manages schedule of data bearing devices (DBD) destruction or shredding in partnership with security and senior leadership. Acts as a comprehensive resource for the decommissioning process to ensure customer security is maintained, performing data bearing devices (DBD) destruction as necessary. Handles any escalations. Assists with security investigations, supporting data bearing devices (DBD) reconciliations with review of current documentation and extensive back tracking of ticket details. Coordinates with and oversees any third-party vendors who perform data bearing devices (DBD) destruction as necessary. Ensures team decommissions servers, maintaining compliance and meeting Service Level Agreements (SLAs), overseeing documentation of actions taken against a decommissioning workflow.
Fleet Management: Serve as primary liaison for overseeing the fleet management program, maintenance vendors and equipment check-in and check-out process. Define numbers of vehicles needed and what type of vehicles & equipment with the Vehicle and Fleet PM, identifying and reporting gaps within the fleet to leadership. Oversee scheduled and preventative maintenance via in-house and vendor provided service. Manage, route, and fulfill transportation requests for Information Technology, Critical Environment, and Logistics, and other supported teams. Audits vehicles and fleet resources, ensuring vehicles are present in the correct location with assigned resources.
Inbound and Outbound Logistics: Provides technical support and task specific guidance to a team of technicians responsible for preparing and executing incoming/outgoing deliveries and documenting inbound/outbound packages based on site-class designation. Directs the flow of packages from preparation to shipment, leveraging knowledge of inventory parts to ensure proper storage. Schedules inbound and outbound logistics of both internal and external services. Communicates directly with customers, stakeholders, vendors, in regard to scheduling both inbound and outbound deliveries. Coordinates with external stakeholders including third-party warehouses, Original Equipment Manufacturer (OEM) vendors, and suppliers as necessary to facilitate inbound and outbound deliveries. Conducts follow-ups on items logged within Intelligence Communication Manager (iCM), validating issues, and deals with the escalated issues. Supports creating more efficient receiving routes, moving manual communication and information sharing to automated processes, where possible.
IT Inventory Management: Ensures teams maintain and perform steps required to keep the inventory balance accurate. Plans, forecasts, and develops strategies for space optimization, including decommissioning and retention, driving identification of opportunities to improve inventory to address space constraints and ensuring deprecated materials are not stagnant. Prioritizes ticketing queues, works to resolve escalations, and clears blocking issues to enable continued delivery of Inventory and Asset Management (IAM) activities.
Operational Excellence: Serves as subject matter expert and models compliance to less experienced team members. Seeks out opportunities to contribute to workstreams and toward greater simplification and automation, improving results of Service Level Agreements (SLAs) against Objective Key Results (OKRs). Conducts root cause analysis and identifies training gaps for potential escalations. Facilitates and pilots environmental sustainability and zero waste initiatives. Completes required security and data management training and complies with security and data management procedures/policies. Conducts training for relevant site-specific procedures and tools.
Procurement: Creates execution plans with the goal to improve satisfaction and performance within an area or organization-level group. Identifies and resolves delivery and execution road blocks, serving as point of contact for arising issues and unblocking critical paths to continue business continuity. Learns different elements of different suppliers, including what parts to order and what supplier(s) to engage with. Gathers data related to POs and provides to direct management. Assists senior leadership with escalated procurement issues. Performs quality control for purchase order and escalations with vendors. Audits on-site supplies and deployment consumables.
Safety Practices: Runs daily safety topic huddles and conducts inspections of equipment. Manages and coordinates any escalated task risks and reported issues, establishing safety standard operating procedures for new equipment. Trains employees on safe and effective equipment and inventory moving. Ensures team and 3rd party vendors are in compliance with Microsoft Corporation safety standards Procures, audits, and reviews personal protective equipment (PPE), leading by example of all safety standards. Presents Identity and Access Management (IAM) metrics to senior leaders. Supervises rack movement, observing to ensure compliance with safety protocols and training others on devices and tools used in rack movement. Oversees handling and storage of hazardous materials and chemicals, developing plans to address unsafe materials out of containment and ensuring preparedness of others, and acting as a point of escalation.
Tactical Shift Management: Develops and implements plans leveraging 5S methodology, to maintain a clean and organized space. Prioritizes and assigns ticketed work to Inventory and Asset Technicians on team, assessing resource allocation and gap planning for day-to-day activities. Leverages process knowledge and technical skills to resolve escalations, clear blocking issues, and may enable on site and/or remote data center support activities. Performs assigned tasks and escalates issues during high-volume work activity or escalation-based situations.
Warranty Process Management: Acts as the Subject Matter Expert about Return Merchandise Authorization (RMA) and non-RMA warranty processes. Ensures teams process failed vendor hardware devices using online/other tools and processes RMAs and non-RMA as needed. Plans and supports manual return processes for non-RMA failed parts. Plans and prepares for large-scale replacement projects for upgrading or refreshing equipment. Performs manual ordering processes of Original Equipment Manufacturer (OEM) parts. Follows all Service Level Agreements (SLAs) related to RMA and non-RMA warranty process.

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Technical Program Manager, Contact Center Enablement

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