Telephony Operations Management Analyst

Description -

Role and Responsibilities

• Acts as Regional Telephony Lead supporting Sales and Support contact centers for HP.com Store.   
• Handles day-to-day inquiries ranging from configuration and enhancement requests, end-user troubleshooting; to system-level troubleshooting and business continuity/recovery activities.
• May require flexible/extended hours in support of major incident resolution and extended coordination with global IT, external vendors, multiple HP business units, etc.  
• Works with other regional and global leads on standardization, coordination and awareness of changes or enhancements.
• Leads low to medium complexity projects, starting from idea and taking through to implementation.
• Communicates project status, process standards and changes, and issues and workarounds, clearly and succinctly to business and operations support team.
• Represents the needs of the business or function during moderately complex process improvement projects.
• Collaborates with operational teams and business stakeholders to gather business requirements, supporting the design of new or improved processes of moderate complexity, and understand business/customer impact.
• Balances the needs of multiple stakeholder values and optimizes customer experience, revenue enablement and cost.
• Utilizes standard project management and quality improvement methodologies in process improvement approaches.
• Drives projects and implements process changes in order to meet ongoing business objectives.
• Works with cross-functional teams across the business to interview, collect data, analyze and provide recommendations.
• Ability to analyze and evaluate project investments using objective metrics and track performance of enhancements over time.  

Education and Experience Required

• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically 7-10 years of related experience in IT or business operations, preferably in telephony, call center operations or related functional area.

Knowledge and Skills

• Strong technical skills to efficiently troubleshoot, address issues and deploy resolutions.
• Root cause analysis and future issue avoidance. 
• Excellent analytical thinking, technical analysis, and large dataset manipulation skills. Ability to identify and summarize relevant trends from data, make recommendations.
• Business acumen and technical knowledge within area of responsibility.
• Project and task management skills.
• Demonstrated ability to build relationships cross-functionally.
• Ability to lead and contribute as a member of cross-functional teams.
• Strong communication skills (i.e. written, verbal, presentation). Mastery in English and local language as well as other languages as required.
• Strong knowledge of process area, experience with process improvement projects and ability to provide suggestions for process improvements.
• Demonstrated project management, problem solving, and analytical skills.
• Ability to apply a growth mindset to all aspects of the role.

Preferred Qualifications

• Knowledge of HP and HP.com business and operational processes.
• Experience working with enterprise-grade CCaaS/cloud telephony platforms such as Genesys Cloud, NICE InContact, etc.; Natural Language IVRs, call routing and automated assistants.

Role and Responsibilities:

• Acts as Regional Telephony Lead supporting Sales and Support contact centers for HP.com Store.   
• Handles day-to-day inquiries ranging from configuration and enhancement requests, end-user troubleshooting; to system-level troubleshooting and business continuity/recovery activities.
• May require flexible/extended hours in support of major incident resolution and extended coordination with global IT, external vendors, multiple HP business units, etc.  
• Works with other regional and global leads on standardization, coordination and awareness of changes or enhancements.
• Leads low to medium complexity projects, starting from idea and taking through to implementation.
• Communicates project status, process standards and changes, and issues and workarounds, clearly and succinctly to business and operations support team.
• Represents the needs of the business or function during moderately complex process improvement projects.
• Collaborates with operational teams and business stakeholders to gather business requirements, supporting the design of new or improved processes of moderate complexity, and understand business/customer impact.
• Balances the needs of multiple stakeholder values and optimizes customer experience, revenue enablement and cost.
• Utilizes standard project management and quality improvement methodologies in process improvement approaches.
• Drives projects and implements process changes in order to meet ongoing business objectives.
• Works with cross-functional teams across the business to interview, collect data, analyze and provide recommendations.
• Ability to analyze and evaluate project investments using objective metrics and track performance of enhancements over time.  

Education & Experience Recommended

• Bachelor’s degree, advanced degree preferred.
• Typically 4-6 years of related experience in IT or business operations, preferably in telephony, call center operations or related functional area.

Knowledge & Skills

• Strong technical skills to efficiently troubleshoot, address issues and deploy resolutions.
• Root cause analysis and future issue avoidance.  
• Excellent analytical thinking, technical analysis, and large dataset manipulation skills. Ability to identify and summarize relevant trends from data, make recommendations.
• Business acumen and technical knowledge within area of responsibility.
• Project and task management skills.
• Demonstrated ability to build relationships cross-functionally.
• Ability to lead and contribute as a member of cross-functional teams.
• Strong communication skills (i.e. written, verbal, presentation). Mastery in English and local language as well as other languages as required.
• Strong knowledge of process area, experience with process improvement projects and ability to provide suggestions for process improvements.
• Demonstrated project management, problem solving, and analytical skills.
• Ability to apply a growth mindset to all aspects of the role.

• Agile Methodology
• Automation
• Business Operations

• Business Process

• Business Requirements
• Change Management
• Continuous Improvement Process
• Data Analysis
• Lean Six Sigma
• Process Improvement
• Project Management
• Six Sigma Methodology
• Workflow Management

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement