Senior Director Care Strategy

Job Summary

The Senior Director of Care Strategy will be responsible for the execution of all operational aspects for our Care organization. The ideal candidate 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 Care group. Additionally, this candidate has extensive experience leading Contact Center and Care organizations and has a demonstrated track record of sales KPI attainment across multiple Inbound Sales Call Center Operations and BPO partners. The role is cross-functional in nature, and the selected candidate will be expected to look broadly at factors that influence customer experience, such as pricing, policy, process improvements, and product capabilities. 

Responsibilities

• Conduct contact center assessments to identify opportunities to improve performance, increase revenue, and optimize operations.
• Leverage and share best practices that drive process improvement and provide standardization to increase operational efficiency.
• Assess the performance of BPO / Inhouse Call Centers KPIs and review relevant results with stakeholders.
• Ability to work in a matrixed environment with key stakeholders to deliver applications and processes to support our customer contact centers.
• Works closely with the SVP / Vice President of Care to define/refine strategy, outline requirements, drive plan execution, and measure team results to deliver on KPIs.
• Ensure high performance by clearly defining team member roles and responsibilities, empower and support team members to fulfill their responsibilities, track progress versus target and provide feedback, and coach and develop team members to ensure accountability for achieving business objectives.
• Establish quality control procedures to optimize the customer experience.
• Partner with WFM team for short/long range planning to ensure appropriate staffing requirements across multiple BPO groups to meet service level expectations.
• Requires comprehensive knowledge of Agent/Supervisor/Manager compensation plans with strategic use of incentives for sales/save efficiency and other non-financial means of employee recognition; provides ongoing agent or BPO level feedback on call monitoring and customer experience results.
• Establish policies and procedures, in accordance with consumer laws, to provide exemplary customer support and promote good customer relations.
• Oversee the execution of onboarding and ongoing training programs and resources to ensure technical and soft skills of the call center representatives remain current.
• Assist senior leadership in attaining operational objectives by providing relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity, and fiscal objectives.

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Qualifications

• Bachelor's degree in a related field. MBA preferred
• Minimum ten (10) years broadband or telecom related leadership experience in Inbound Sales/Customer Customer Service/Outbound contact centers & BPO Operations
• 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, with an emphasis on advanced Excel and PowerPoint
• Proven ability to increase sales or customer performance to achieve business objectives
• Strong oral and written communications skills. Effective interpersonal, communication, consultation, and collaboration skills
• Ability to diplomatically resolve conflicts and facilitate cooperative team resolutions in a timely manner
• Ability to analyze the customer experience, identify specific improvement across NPS/OSAT opportunities, and work with cross-functional teams to improve customer satisfaction and drive sustained customer loyalty.
• Ability to manage across multiple leadership levels; Corporate, Regional and local functional structures with both internal and external partners
• Ability to develop and lead a high-performing team
• Attention to detail and organization with the ability to multi-task and delegate as appropriate to complete tasks and initiatives
• Meet revenue and financial objectives; make adjustments as necessary based on financial analysis and business opportunities
• Ability to travel >50%