Manager BPO

Location:

Bethpage, NY, US, 11714

Brand: Optimum

Requisition #: 1905

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

The BPO Manager will be responsible for developing, leading, and overseeing the implementation of call campaigns, strategies, procedures, and processes for all third-party vendors.

Responsibilities

Ensures that quality, compliance, and cost-effectiveness of work delivered via third-party vendors meets Altice USA's performance and quality expectations. The BPO Manager builds collaborative partnerships with assigned vendors and jointly develops strategies to continuously improve deliverable quality and drive cost effectiveness and enhancing customer experience.
Must manage the relationship and performance of multiple vendors/campaigns simultaneously, provide guidance and direction to vendors in order to achieve budgeted targets and continued customer base growth, and develop/implement strategies that generate incremental sales and revenue as well as new customer relationships.
Responsible for continuously evaluating all sales and retention programs and making changes to improve efficiency and maximize performance.
A proven ability to motivate a large virtual force is required as well as the ability to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management.
Works closely with Inbound Sales and Retention leadership in the development of call plans and performance expectations.

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Qualifications

•   Bachelor’s degree; equivalent years of work experience may be considered
•   Minimum three years sales/marketing experience with a strong sales operational background
•   Proven success in sales management role preferred.
•   Ability to travel more than 25% of the time and successfully lead and inspire a virtual sales force
•   The ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction
•   Must be an enthusiastic leader with skill and experience creating an energetic and high performing sales culture
•   The ability to build presentations appropriate for executive audiences and present the story behind the data is required
•   A strong collaborator and influencer in cross functional and interdependent teams
•   Ability to work in a fast-paced environment, under pressure of tight deadlines
•   Challenges the status quo to identify areas for improvement, efficiency, and effectiveness

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.

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