Note: The job is a remote job and is open to candidates in USA. Windstream is a premier insurgent provider of multi-gigabit fiber internet and voice services. The Kinetic Operations Support Consultant will own the end-to-end performance of the repair service experience, driving operational execution and ensuring quality standards are met to enhance customer experience.
Responsibilities
- Act as the primary liaison between Kinetic and its repair vendor, fostering a strong relationship and ensuring alignment with Kinetic’s operational standards
- Own day-to-day operational execution across vendor and contact center functions, including project managing ongoing initiatives and generating regular performance reporting for key leaders and internal stakeholders
- Track performance against agreed-upon KPIs — for both vendor operations and frontline execution — identifying areas for improvement and ensuring quality standards are met
- Conduct regular audits and operational assessments to evaluate compliance with contractual obligations, service guidelines, and the broader operating model, delivering improvement recommendations with clear follow-up to ensure execution and sustainment
- Partner with the vendor, site leaders, and cross-functional stakeholders to design and implement process improvements that enhance efficiency and customer experience
- Facilitate development initiatives, training, and coaching that help frontline leaders and agents execute consistently and effectively, providing potential on-site support as needed
- Address operational issues promptly, resolving challenges with the vendor and internal teams alike to prevent recurrence
Skills
- Strong communication, active listening, decision-making, problem-solving, motivational, and relationship-building skills
- Previous customer service and call center experience
- Previous vendor management experience, with the ability to hold external partners accountable to performance standards
- Familiarity with the technical aspects of business internet/broadband repair services
- Proficiency with Excel, with strong research and analytical skills and the ability to derive insights from data
- Strong focus on customer satisfaction and using feedback to drive service improvements
- Ability to resolve complex problems/challenges and think strategically
- College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required
- Demonstrated ability to lead cross-functional teams and develop strategic initiatives that enhance vendor performance, operational execution, and customer satisfaction
- Expertise with advanced analytical tools/techniques to extract actionable insights from complex data sets and drive informed decision-making
- In-depth understanding of business internet/broadband technologies, with the ability to translate technical requirements into operational enhancements
- Extensive experience identifying inefficiencies and implementing innovative solutions that streamline operations and improve service delivery
- Experience leading significant change initiatives within operations, fostering a culture of continuous improvement and excellence
- Experience with Kinetic database systems including but not limited to KSF, CAMS/DCRIS, and WINCARE
Benefits
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
Company Overview
Company H1B Sponsorship