Customer Care - Reporting & Analytics Manager

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It’s work that happens because of our motivated teams of doers and problem solvers.

Our Core Values define how we do business:

• The Customer is Everything.
• Relationships Matter. All of Them.
• Question Things. Take Action.
• Work Hard. Work Smart. Enjoy the Experience.
• Growth Mindset.

It’s not just a job - it’s a step in your career!

The Manager provides management, motivation, and development of the Customer Care Support and Reporting team in order to help achieve company financial objectives. Manages and directs daily activities of the team, monitors performance and takes appropriate actions in building a winning team. Responsible for serving as an expert in data analysis and reporting and development of tools/reports for use by the Customer Care team.

Oversees the departmental training program and identifies areas of opportunity to drive improved performance and efficiency.

• Manages all customer and departmental scorecards for strategic accounts within the Service Providers market as required by contracts, ensuring all are completed accurately and timely according to the defined schedule.
• Responsible for managing data accuracy, developing reports and automating dashboards, and guiding team members to analyze metrics, trends, and summarize performance using Microsoft Excel, Power BI, SSRS Report Services, and other reporting and analysis software and tools.
• Design, develop and implement cross‑functional/cross‑organization data gathering and reporting methods and procedures to combine many inputs into single outputs for management or customer distribution.
• Oversees all training and development needs for Customer Care, and may help support training for various support teams, sales staff, etc.
• Provide input and recommendations for performance evaluations, recommend supplemental training based on performance, and provide insight and direction in developing training plans and career pathing.
• Manage offshore resources, providing all necessary training, direction, and day‑to‑day oversight needed to support the Customer Care team.
• Provides daily reporting as well as ad hoc reports as needed to the Vice President of Customer Care, Senior VP of Sales, and support staff.
• Analyzes programs and services as identified by senior leadership to identify trends and performance improvement opportunities.
• Manages departmental TL9000 and ISO responsibilities including updating of work procedures and document control information.
• Manage the scheduling of employees for after‑hours voicemail box and after‑hours emergency procedures.
• Serves as the Primary Point of Contact and SME for IT for the Test Director application for the Service Providers market, providing regular updates to the VP of Customer Care and all TDs as required by the Customer Care Team.

Manages Sales Support team; is responsible for the overall direction, coordination and evaluation of the workforce. Carries out supervisory responsibilities in accordance with company policies and applicable laws. Responsibilities include training employees; planning, assigning and directing work; rewarding employees, addressing complaints and resolving problems.

• Adhere to, promote, and accept responsibility for compliance with Federal and Local Occupational Safety and Health Regulations, industry consensus standards, and KGPCo Injury and Illness Prevention Program Manual.
• Participate in job site safety and hazard analysis.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may…