EarthLink’s success depends directly upon the ability of the Sr. Manager of Broadband Installations to improve our customers’ experience in installing their high speed internet services. This person will be responsible for driving a low pre-install cancellation rate, decrease time to installation and improve early life churn. We are looking for a candidate who has a background creating orders using our vendors’ tools, including AT&T, CenturyLink and Frontier. This person will drive the tactical, day-to-day activities by auditing processes to ensure our customers’ installation is a world class experience.

Primary Responsbilities:

• Working knowledge of the consumer class broadband installation lifecycle, including complex processes using Local Exchange Carrier (LEC) systems
  • Identify gaps in processes to improve cancellation rates, time to install and early life churn
• Manage outsourced call center Business Process Outsourcing (BPO) in India and Latin America, driving improvement across relevant Key Performance Indicators
  • Average Handle Time
  • First Call Resolution
  • Customer Satisfaction
• Experience in creating/modifying Training and Knowledge Base articles for outsourced call center agent consumption
• Facilitate ongoing meetings with LEC Management Teams to discuss LEC methods and procedures, negotiate modifications to M&P to improve customer experience