*Primary Location: *6205 Peachtree Dunwoody Rd, West Warwick, RI, US
*Division: *Cox Communications
*Job Level: *Individual Contributor
*Shift: *Day Job
*Requisition Number: *202105367_80591259
VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).
Cox Communications Inc. is seeking a Senior Content Analyst. This role will review customer intents, responses and customer interactions to identify and take necessary actions, based on customer and business impacts from automated response technology (BOT). This person will leverage customer responses, resolution rates, survey results and analytics to identify opportunities to modify content and drive change. Along with content management, this person will serve as the bot content tool administrator and subject matter expert. This role will work with key stakeholders in technology and across business units to assess technology and content gaps toward ensuring that customer and business needs are met. This person will work closely with Customer Care operations leaders to query and analyze data and measure performance against KPIs to drive toward positive outcomes and next best actions. Content audit and curation will be a primary responsibility of this person to ensure that customers are receiving the most current product and process related information toward solving their problems without human assistance.
Primary Responsibilities and Essential Functions
Review/update BOT content daily for results and resolution rates to gain insights into bots performance for Residential and Cox Business customers
Create and curate product and process content for most accurate and current information for customer to self-serve.
Leverage data and artificial intelligence to drive content related changes toward improving performance and presenting next best action.
Serve as a subject matter expert for tool administrative capabilities surrounding content management
Work with key stakeholders to validate bots performance and content delivery is as expected.
Address content requests from key residential and business stakeholders to support changes in product and process as needed - includes, but not limited to: Sales, Web, Product, Technology, etc.
Ensure that Cox brand strategy and bot persona is highly visible during customer engagement.
Leverage industry best practice to guide bots performance toward achieving expected results.
Conduct reporting/analytics data to perform analysis to be used to measure effectiveness of content, enrich content and manage life cycle of relevant content.
Conduct analysis of usage, transfers and containment rates and trends to optimize where necessary across digital channels.
Conduct quality audits on existing content, associated templates for proper content presentation, coding and routing across all digital channels.
Define and manage integrated Pega troubleshooting flows toward improving customer self-serve capabilities.
Provide ongoing lifecycle content and tool management following implementation and post launch activity.
Develop necessary data queries by leveraging SQL or other software solutions to build standardized reports for business insights.
5 or more years of experience required in a content authoring and editing role
Requires strong knowledge of Microsoft Office Suite, Sharepoint, HTML, SQL, CSS and JAVA Script
Excellent interpersonal, leadership, presentation, collaboration and writing proficiency skills to work effectively with teams throughout the organization
Strong ability to interpret data and develop actionable data-based recommendations to drive the business and KPI performance.
Must be a strategic thinker with corporate and general operations knowledge
Must be able to translate technical findings in a manner that is easily understandable to those less experienced with analytics or technology.
Excellent verbal and written communications and capability to present information to senior leadership team
Comfort working in environments requiring cross-functional collaboration and decision making
Who We Are
*About Cox Communications
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions
Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer
All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Cox Communications Inc