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 Senior Director of Inbound Retention will be responsible for the execution of all operational aspects for our Inbound Retention Special Projects call centers, including ACP and Non-Pay prevention. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Altice USA, primarily for the B2C group. The role is cross-functional in nature, and the selected candidate will be expected to look broadly at factors that influence retention, such as pricing, policy, and product capabilities.
Responsibilities
• Manage staffing levels across multiple BPO groups as dictated by expected call volume in accordance with staffing objectives to ensure achievement of operational objectives within call center operations• Requires comprehensive Agent/Supervisor/Manager compensation plan with strategic use of incentives for sales/save efficiency plus other non-financial means of employee recognition; ongoing agent or BPO level feedback on call monitoring results• Oversee and direct sales/retention operations to ensure that all customer activities and interactions are handled fairly and effectively.• Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.• Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.• Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives• Affordable Connectivity Program (ACP): Spearhead the company's CX involvement in the ACP, ensuring compliance with program guidelines, and leveraging available resources to expand affordable broadband access to underserved communities within our base.• Customer Non-Payment Retention: Lead efforts to develop and implement innovative strategies to reduce customer non-payment issues, including collection, debt management, and credit risk mitigation.
Qualifications
• Bachelor's degree in a related field. MBA preferred• Minimum ten years Cable customer service/call center experience consulting, strategic planning, Outbound & Retention Sales• Minimum ten years Senior management/leadership experience• Minimum ten years Sales operations management experience• Minimum ten years Call center management experience• Minimum ten years Leadership of multiple cross-functional teams• Experienced BPO rate & service level negotiations; Onboarding of new BPO's; campaign/project launches• Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)• Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint• Proven ability to increase contact rates and yield to ensure goal achievement• Success in meeting deadlines
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. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum 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.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. 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 $161,186.00 - $230,265.00 / 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.
Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City