Overview

We are Altice USA; a family of businesses that includes Optimum, Suddenlink, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Responsibilities

Job Summary

The ideal person is an expert in the Contact Center profession and has experience deploying and improving business tools. This role focuses on providing excellent customer support and KPI attainment through strategic management of Inbound Sales Call Center Operations and BPO partners. Conduct Contact Center assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities that provide standardization to increase operational efficiency.

Responsibilities:
• Manage the performance of Inbound Sales Call Centers KPIs and Staffing
• Responsible for delivering applications and processes to support our Sales contact centers and establish proper inter-departmental cooperation with key stakeholders
• Work closely with the Vice President of Inbound Sales to define the strategies, outline requirements, plan implementations, measure the teams' results, and deliver on KPIs
• Build, manage, and lead a high-performing team to deliver the tools and technologies required by the business
• Collaborate with other teams to leverage development across all supported business functions
• Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their obligations and supporting their efforts to do so, tracking progress and providing feedback, and holding team members responsible for meeting agreed-upon goals
• Establish quality procedures and measures within the development team
• Manage BPO partners
• Partner with the Workforce Management team on requirements and short/long-range planning.
• Other duties as assigned

Essential Functions
• Ability to diplomatically handle conflicts and facilitate cooperative team resolutions in a timely manner
• Ability to analyze the customer experience, identify specific improvement OSAT opportunities, and work with Operations and across functional groups on solutions that improve customer satisfaction and customer loyalty
• Ability to work across management levels; Corporate, Regional, and Local functional boundaries with both internal and external partners
• Ability to effectively manage a high-performing team
• Ability to use a calculator, PC, keyboard, fax, and other standard office machines

Qualifications

Requirements:

• Experience in the Broadband Communication industry
• Experience developing and managing financial/statistical budgets, with an aptitude in negotiation and strong analytical ability a plus
• Experience in BPO management
• Ability to work cross-functionally and influence at senior director and above levels
• Strong written communications skills. Effective interpersonal, communication, consultation, and collaboration skills
• Extremely organized and ability to multitask
• Ability to delegate and track project performance
• Meet budgetary objectives and make adjustments to project constraints based on financial analysis
• Develop comprehensive project plans to be shared with clients as well as other staff members
• Use and continually develop leadership skills
• Ability to travel 25%

Altice USA is 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.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.