Senior Content Analyst

Location
Atlanta, Georgia
Salary
competitive
Posted
Jun 18, 2019
Specialty
Account Management
Metro Area
Atlanta
Duration
Full Time


Role
Summary



 



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 bot’s performance.

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 bot’s 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 bot’s 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. 





























 



#LI-345 

Qualifications:

Minimum 

5 or more years of experience required in a content authoring 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













 

 



Preferred
 




  • BS/BA degree in related discipline strongly desired (Technology, Marketing
    or Communications, Business)
  • Experience in telecommunications industry supporting residential
    and/or business customers
  • 3+ years successful experience in digital/bot solutioning

    2 or more years in content management

     

     














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. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's 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.

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