Supv Exec Cust Relations

Job Summary

The ECR Supervisor is the point of leadership for the Executive Customer Relations Team.

The ECR Team serves as the face of Altice USA, ensuring a world-class customer service experience. The ECR Team is responsible for resolving the most highly escalated customer-initiated issues received by internal, partner employees, agencies, and executives. The ECR Team manages and develops strategies for building relationships and aims to provide a positive experience with every customer.

The ECR Supervisor is responsible for leading the team to meet or exceed the established Service Level Agreements (SLAs) for all complaints, ensuring the quality of work, facilitating regular meetings with all levels of management, regulatory agencies, and mentors’ direct reports, analyzing trends, and developing and communicating action plans regarding improvements related to performance metrics and the customer experience.

Responsibilities

Provide leadership to the ECR Team, with accountability for ensuring performance.

· Ensuring compliance with all required documentation in the ECR data system/applications.

· Create and deliver high-quality insights on team performance and complaints information.

· Build strong working relationships internally, interdepartmentally, and with BPO vendors to discover the root causes of complaints and escalations and achieve satisfactory dispute resolutions.

· Driving activity focused upon continuous improvement across the department and the Company by reviewing and recommending improvements on all customer-facing and operational processes.

· Mentors direct reports. Analyzes trends and develops and communicates action plans regarding improvements related to performance metrics and the customer experience.

· Leads regular meetings with direct reports / Management to improve performance and provide training on new initiatives.

· Collaboration and communication across multiple departments within Altice and external partners, including but not limited to Product, Sales, Learning and Development, Quality, Readiness, and other supporting units to ensure uniformity and effective direction of operational initiatives and a consistent customer experience.

· Will assist in developing procedures and processes to ensure agent understanding and execution.

· Must maintain high-level communication with all levels of Management and supporting departments.

· Must be able to provide high-level narratives regarding escalation data

· Provide strategic analysis and critical thinking to find opportunities to improve the customer experience and protect the business.

Qualifications

Bachelor's Degree or equivalent work experience

· Minimum of 5-7 years of supervisory experience in a “fast-paced” contact center environment

· Previous corporate escalations or higher tier experience desired

· Ability to communicate effectively with all levels of management and company personnel

· Exceptional problem-solving and critical-thinking skills

· Highly effective organizational skills

· Demonstrated negotiation and conflict management skills

· Ability to engage directly with customers to resolve high-level escalations that require ECR Management Involvement

· Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric, and focused environment

· Ability to set daily priorities for yourself and direct reports to ensure daily goals are met

· Works well under pressure to meet ongoing and overlapping deadlines with short time constraints

· Transformative communication and relationship-building skills

· Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

· Proficient in the use of Microsoft Word, Excel, and PowerPoint

· Project Management Experience preferred

· Schedules may include a weekend day and closing shift