Identify, justify, and prioritize communications opportunities associated with contact center, sales channel, and support interactions with customers
Plan, develop and execute communications plans/campaigns to support business initiatives
Identify communication needs within the various call center businesses through performance analysis and consultation
Manage Knowledge Base to support operations
Coordinate Call Center Huddles on the training/comms side
Oversee Employee Engagement Efforts and Employee Surveys
Develop and maintain inbound and outbound acquisition, chat, SMART, saves and digital experience content
Support request intakes and reviews to ensure business owner needs are successfully completed
Collaborate with stakeholder organizations to align communications with support models

Excellent communication skills (oral and written)
People Management experience (has direct report)
Telecom background
Communication Manager experience
Video Creation using Vyond and Adobe Premier Pro
Bachelor’s degree or equivalent education and experience
Expert in presentation development and public speaking/facilitation skills
5+ years’ experience developing communications strategies with multiple tactics
5+ years large-scale contact center operations experience
Demonstrated ability to develop successful communications across all levels of the organization
Demonstrated project management skills; must have experience in establishing timelines, detailed reports, and executive summaries
Proficient in Microsoft Excel, PowerPoint, Word, Adobe Design, and video creation/editing tools
Ability to identify employee and customer experience gaps
Ability to prioritize multiple tasks and meet critical deadlines
Ability to communicate project needs to internal and external teams/vendors
Ability to troubleshoot and self-resolve communications issues through networks and partnerships with SMEs
Working knowledge of mass markets products

Manager, Communications – Channel Readiness

Key skills