Manager Care Fiber Operations

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Manager, Care Fiber Operations is directly responsible for developing and leading/overseeing the operations of call campaigns, strategies, procedures and processes for all third-party vendors providing services for Optimum Fiber. This role will ensure that quality, compliance, and cost- effectiveness of work delivered via third party vendors meets Optimum's performance and quality expectations.
Responsibilities

• Lead day-to-day fiber care operations, track operational metrics and overachieve goals
• Drive high performance by clearly defining responsibilities, empowering frontline, tracking progress, providing feedback, cascading goals, and holding stakeholders and contact center sites responsible for meeting agreed-upon goals
• Ability to analyze the customer experience and identify specific NPS and OSAT improvement opportunities, and work on solutions that improve customer satisfaction and loyalty
• Continuously report voice of the customers and recommends changes to enhance fiber customers experience
• Analyze contact reasons and works with internal stakeholders to reduce cost to serve
• Identify and execute opportunities to enhance fiber care operational efficiencies
• Participates in the design of fiber care processes, recommends changes and quantifies impacts
• Proven ability to motivate a large workforce required. Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management
• Works closely with senior leadership in the development of call plans, performance expectations and KPI management.
• All other duties assigned

Qualifications

• 4+ years in sales in cable/telecommunications industry with strong understanding of competitive landscape
• Minimum 4+ years proven success in management role required, with at least 3 years managing a large telemarketing/call center environment
• Ability to travel more than 25% of the time and successfully lead and inspire a virtual workforce
• Demonstrated ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction
• Data driven and results-oriented
• Enthusiastic leader with skill and experience creating an energetic and high performing culture
• Can build presentations appropriate for executive audiences and present the story behind the data
• A strong collaborator and influencer in cross functional and interdependent teams
• Ability to work in a fast-paced environment under tight deadliness
• Challenges the status quo to identify areas for improvement, efficiency and effectiveness
• Bachelor's degree with focus on sales, marketing, finance, operations, communications or related business experience

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $102,816.00 - $168,912.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
Brooklyn
New York City