Manager, Customer Care - Reporting & Analytics

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It's work that happens because of our motivated teams of doers and problem solvers.

Our Core Values define how we do business:
* The Customer is Everything.
* Relationships Matter. All of Them.
* Question Things. Take Action.
* Work Hard. Work Smart. Enjoy the Experience.
* Growth Mindset.

It's not just a job - it's a step in your career!

SUMMARY:

The Manager provides management, motivation, and development of the Customer Care Support and Reporting team in order to help achieve company financial objectives. Manages and directs daily activities of the team, monitors performances and takes appropriate actions in building a winning team. Responsible for serving as an expert in data analysis and reporting and development of tools/reports for use by the Customer Care team. Oversees the departmental training program and identifies areas of opportunity to drive improved performance and efficiency.

ESSENTIAL DUTIES & RESPONSIBILITIES

Manages all customer and departmental scorecards for strategic accounts within the Service Providers market as required by contracts, ensuring all are completed accurately and timely, according to the defined schedule.
• Responsible for managing data accuracy, developing reports and automating dashboards, and guiidig team members to analyze metrics, trends, and summarize performance using Microsoft Excel, Power BI, SSRS Report Services, and other reporting and analysis software and tools.
• Design, develop and implement cross functional/cross organization data gathering and reporting methods and procedures to combine many inputs into single outputs for management or customer distribution.
• Oversees all training and development needs for Cutomer Care, and may help support training for various support teams, sales staff, etc.
• Provide input and recommendations for performance evaluations, recommends supplemental training based on performance, provides insight and direction in developing training plans and career pathing.
• Manges off-shore resources, providing all necessary training, direction, and day to day oversight needed to support the Customer Care team.
• Provides daily reporting as well as ad hoc reports as needed to the Vice President of Customer Care, Senior VP of Sales, and support staff.
• Analyzes programs and services as identified by senior leadership to identify trends and performance improvement opportunities.
• Manages departmental TL9000 and ISO responsibilities including updating of work procedures and document control information.
• Manage the scheduling of emloyees for after-hours voice mail box and the after-hours emergency procedures.
• Serves as the Primary Point of Contact and SME for IT for the Test Director application for the Service Providers market. Provides regular updates to the VP of Customer Care, and updates all TDs as required by the Customer Care Team.

SUPERVISORY RESPONSIBILITIES:

Manages Sales Support team; is responsible for the overall direction, coordination and evaluation of the workforce. Carries out Supervisory responsibilities in accordance with Company' policies and applicable laws. Responsibilities include training employees; planning, assigning and directing work; rewarding employees, addressing complaints and resolving problems.

SAFETY DUTIES & RESPONSIBILITIES

• Adhere to, promote, and accept responsibility for compliance to Federal and Local Occupational Safety and Health Regulations, Industry Consensus Standards, and KGPCo Injury and Illness Prevention Program Manual.
• Participate in job site safety and hazard analysis.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor's Degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Requirements include 3 or more years of related experience and Associates degree or equivalent.
• Ability to manipulate large sets of data.
• Excellent working knowledge of Microsoft Office products, specifically Microsoft Excel and Excel Macros.
• Working knowledge of Microsoft BI or other business intelligence solutions.
• Strong analytical, organizational problem-solving skills.
• Distribution or Advanced Supply Chain experience is plus.

REQUIRED SKILLS

• Ability to read and understand basic instructions, short communications, and memos; draft simple written correspondence; and effectively communicate in one-on-one or small group settings with customers, clients, and colleagues.
• Proficiency in adding, subtracting, multiplying and dividing. Capable of performing calculations involving American currency and standard units of weight, volume, and distance.
• The ability to follow written, verbal, or diagram-based instructions and solve problems involving concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this position, the employee is regularly required to listen and speak. The employee frequently is required to sit, use their hands to handle, touch, or feel objects, tools, or controls, and reach with their arms and hands.

Specific vision abilities required by this position include close vision, color vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

BENEFITS

• Medical, Dental, Vision and Supplemental insurance plans
• Flexible Spending Accounts
• 401(k) with Company match
• Generous vacation, holiday, and sick/safe time
• Pet insurance for our non-human family members

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.