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Supervisor Partner Management

Location: 

Bethpage, NY, US, 11714

Brand:  Optimum
Requisition #:  4680

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 BPO Supervisor is responsible for providing support to the BPO manager as it relates to supporting and overseeing the implementation of call campaigns, strategy, procedures and processes for all Vendor Partners. 

Responsibilities

  • Assists the Vendor Manager and the Vendor Partner with ensuring KPI performance is met and driving them to exceed targets. 
  • Help manage performance and improvement via call monitoring, coaching, BPO site visits, and agent focus groups.
  • Listen to calls for assigned Vendor Partner (~50/week) and provide weekly observations to the Manger and the Partner, reviewing on Weekly Business Reviews.
  • Participates in Weekly Business Reviews.
  • Lead Call Listening Sessions with Vendor Partner.
  • Audit Vendor Partners for KPI delivery, Glide Path adherence, etc. 
  • Manages the creation, accuracy, and distribution of daily reporting.  (Outlier reporting, KPI reporting, overall vendor performance reporting).
  • Builds collaborative relations with assigned vendors.
  • Supports “onboarding” of new Vendors, including ID generation and any site support needed.
  • Supports “offboarding” of Vendors, including termination of IDs within 24 hours.
  • Ability to travel up to 25% of the time (some international) and successfully lead and inspire a virtual workforce.
  • All other duties assigned.

Qualifications

  • 2+ years in a call center environment
  • IDA billing system experience preferred
  • 3+ years in sales in cable/telecommunications industry preferred
  • Enthusiastic leader with skill and experience creating an energetic and high performing partner
  • 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
  • Ability to communicate with all levels of management and company personnel
  • Ability to handle multiple projects and tasks
  • Ability to prioritize and organize effectively
  • Ability to think and act strategically and proactively
  • Ability to read, analyze and prepare data
  • Strong verbal, presentation and written communication skills
  • Ability to use computer and software applications

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.

 

​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.

 

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.


Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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