Senior Manager Call Center

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The Sr. Manager, TSO Business Transformation, leads strategic initiatives that are designed to enhance customer experience when customers are impacted by service-related issues. In addition, the individual will lead strategic initiatives designed to reduce expenses through, automation, rep empowerment, self-help capabilities, RPA and other technology-based and process improvement solutions. Summary of Essential Job Duties:Inspect the TSO and ATS business KPIs to find opportunities for improvement within the businessDevise strategic initiatives to address business gaps, particularly ones that enhance customer experience and reduce business expenses.Lead strategy specialists to ensure initiatives are progressing effectively and efficientlyManage team in an agile fashion, hosting sprint planning, scrum meetings and sprint reviewsReporting to main TSO business owner, ensuring the initiatives are in alignment with overall TSO and Frontier vision, while maintaining stakeholder readouts, updates and approvalsMaintain partnership will all partner groups within Frontier to ensure projects and initiatives that require involvement from more than one organizationManage JIRA entries and coordinate with all workstreams and personnel relative to the efforts.Responsible for overall initiatives, from discovery phase to the implementation of initiative (full life cycle)Qualifications, Competencies, Knowledge & Skills:Strong technical aptitude with ability to quickly learn concepts related business transformationBasic understanding of common business practices in the areas of gap finding, technology improvements, process enhancements and overall transformation strategiesAbility to lead and motivate team members to execute their duties in an effective and efficient mannerStrong attention to detailAble to work independently, but within a team environmentAble to function in a fast-paced, dynamic organizationAbility to deal effectively with conflictExcellent communication and interpersonal skillsCreative thinker and independent problem solverExcellent organization and record keeping skillsMust be proficient with MS Word, PowerPoint and Excel – JIRA, Confluence and PEGA are a plusAbility to effectively communicate with coworkers, partners/customers/vendors, and management. Present a positive professional image to all levels of the organization, treating all with dignity, respect, and courtesyFoster, promote, and contribute to a Frontier’s Core Values Educational/Experience Requirements:Bachelor’s degree in business administration or a related field, requiredMaster’s degree in business administration or a related field, preferredA minimum of (5) years of management experienceA minimum of five (1) year of strategic and transformation work preferredTelecommunications industry experience of (5) years required Physical Demands:The employee is frequently required to use the computer.While performing the essential duties of this job, the employee is regularly required to operate standard office equipment and requires periods of sitting at a desk, performing tasks on computer.Travel as requested (25% - 50% range)Locations available: Allen, TX and Tampa, FL 

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