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 Partner Management Supervisor is responsible for overseeing the contact center campaigns, strategies, procedures, and processes for BPO vendors providing Optimum services.
This role will ensure that quality, compliance, and cost- effectiveness of work delivered via third party vendors meets Altice USA's performance and quality expectations.
Responsibilities

• Assists the BPO Sr. Director/ Director / Manager with oversight of the BPOs assigned.
• Manage performance and improvement via call monitoring and communicating with the operations leadership and QA supervisors of the BPO.
• Travel to BPO Site as directed during the new site implementation/ ramp up.
• Monitor and coach BPO QA/Managers/Sups with the goal of improving customer experience.
• Ensure reps are making quality attempts on every call.
• Responsible for the new agent onboarding process
• Manages the creation, accuracy, and distribution of daily reporting.
• Builds collaborative partnerships with assigned vendors and jointly develops strategies to continuously improve deliverable quality and drive cost effectiveness.
• Daily manages the relationship and performance of multiple vendors/campaigns simultaneously.
• Provides guidance and direction to vendors to achieve budgeted targets and continued customer revenue growth.
• Implements strategies that generate incremental sales and revenue.
• Responsible for continuously evaluating all care programs and making recommendations to improve efficiency and maximize performance.
• Proven ability to motivate a large virtual force required. Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of BPO & Altice management.
• Works closely with senior leadership in the development of call plans, performance expectations and KPI management.
• All other duties assigned & willing to work in assigned schedule hours including weekends.

Qualifications

• Bachelor's degree. Applicable years of work experience may be considered
• Proven people management skills
• Minimum of two years lead or supervisor level experience in a contact center environment
• Minimum of three years in cable/telecommunications industry
• Strategic thinking and problem-solving abilities to identify opportunities, mitigate challenges, and drive effective performance through our partners
• Analytical mindset with the ability to track and interpret performance data to make informed decisions
• Strong Microsoft Word, Excel, and PowerPoint skills
• Excellent project management skills with demonstrated attention to detail
• Ability to quickly and consistently establish rapport to collaborate effectively with stakeholders, team members, and service providers
• Flexible to travel (nationally and internationally) as required

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.
The Company 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 the posted location is $77,112.00 - $126,684.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: New Jersey