Sr Dir Fiber Ops - Care (70006197)

Location:

Long Island City, NY, US, 11101

Brand: Optimum

Requisition #: 3803

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 ideal person is an expert in the Contact Center profession and has experience deploying and improving the tools and processes that support the business. This role is very focused on providing excellent customer experience to fiber customers through leading continuous improvement initiatives while managing day-to-day operation. Conduct assessments and partner with stakeholders to improve performance, increase revenue and optimize operations. Share and implement best practices that increase operational efficiency.

This position will work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the entire fiber customers support process.

Responsibilities

Utilizing applications and processes to support fiber care contact centers, while identifying and present improvement opportunities.
Lead day-to-day fiber care operations, make timely decisions to ensure KPI attainment.
Identify operational drivers behind care indicators and identify projected impact of any planned change.
Present best practices to team, leadership and stakeholders, lead execution and report results.
Develop and present short- and long-term plans to enhance customer experience and generate revenue within the support process.
Closely follow-up on plan execution and present regular updates to care and CX leadership.
Establish proper inter-departmental cooperation with key stakeholders.
Collaborate with other teams to leverage development across all supported business functions.
Ensure high performance by clearly defining responsibilities, empowering frontline, tracking progress, providing feedback, cascading goals, and holding stakeholders and contact center sites responsible for meeting agreed-upon goals.
Establish quality procedures and measures within the development team.
Partner with WFM team on requirements and short/long range planning.
Other duties as assigned.
Ability to diplomatically handle conflicts and facilitate cooperative team resolutions.
Ability to analyze the customer experience, identify specific NPS and OSAT improvement opportunities, and work with Operations and across functional groups on solutions that improve customer satisfaction and loyalty.
Ability to work across management levels with both internal and external partners.

Qualifications

Experience in broadband communication industry.
Ability to work cross functionally and influence at director and above levels.
Data driven and result oriented
Effective interpersonal, communication, consultation, and collaboration skills.
Extremely organized and ability to multitask.
Ability to delegate and track project performance.
Meet budgetary objectives and adjust project constraints based on financial analysis.
Develop comprehensive project plans to be shared with clients as well as other staff members.
Use and continually develop leadership skills.
Ability to travel 10%.
B.S. or B.A. degree required; Master's degree preferred.

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.

Altice USA, Inc. 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 $183,600.00 - $233,400.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

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