Strategy Product Consultant Consumer

Windstream - EarthLink consumer internet business

Full Time

Mid Level

2 days ago

Job Description

About the Role

The Strategic Product Consultant position encompasses a broad range of duties aimed at boosting productivity to guarantee that Consumer Operations regularly achieves and surpasses its business goals and objectives. Among these duties are assisting the leadership team in reaching daily service level targets related to handling multiple clients and channels. This position also involves the critical task of evaluating call volumes on a daily, monthly, and quarterly basis, and delivering staffing recommendations to the leadership based on these analyses. Additionally, the Strategic Product Consultant plays a key role in coordinating with internal teams to manage volume distribution as needed, conducting on-demand analysis/reporting, and undertaking projects using sophisticated analytical tools as required.

Key Responsibilities

Coordinate offline time for meetings and trainings; validate schedule exceptions, track, and report both adherence and compliance to required schedules
Extract data and gather feedback from stakeholders to allow for development of actionable tools and efficient and sustainable data models
Design workforce strategies to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns
Measure, report and analyze results across operational groups, products, channels, platforms and other performance segments
Perform ad-hoc analysis/reporting and projects as needed using advanced analytical tools
Leverage business intelligence (BI) platforms
Identify, evaluate, and report issues and differentiate between workflow, technical, external, or staffing root causes
Create and maintain workforce management policies and procedures
Maintain running report of attendance incidents and analyze trends

Requirements

College degree or equivalent and 2-4 years professional experience or 6+ years professional level equivalent related experience or a combination of education and related professional level experience required
Proficiency with Cx One telephony / reporting system
Familiar with Tableau cloud reporting
High level of experience with Microsoft Office
Self-driven
Skilled at multitasking
Excellent customer service and organizational skills
Ability to maintain a distraction-free workspace with highspeed internet of 25 MBPS or higher

Nice to Have

Willingness to adjust work based on feedback
Ability to multitask and stay organized
Ability to work independently, think critically and demonstrate ownership
Confidence when speaking to peers and leaders

Qualifications

Educational background including college degree or equivalent
Professional experience related to the role (2-4 years or 6+ years at a professional level)