Job Description:

Supervisor, Customer Care - Optimum Mobile

Job ID: 2021-28494

Location:

200 Jericho Quadrangle,

Jericho, NY

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. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Responsibilities

This role will support the Mobile Care BPO Organizations and specific vendors regarding: onboarding, training, quality assurance, resolution of escalations, goal and KPI achievement, reporting, technology enhancements and troubleshooting, as well as operationalizing new products/programs to improve vendor service delivery and overall quality.

Responsibilities Include:

• Monitors vendor performance standards and service levels for compliance. Analyzes trends and develops and communicates action plans regarding improvements related to performance metrics and the customer experience.


• Works directly with vendor management to address areas of opportunity.


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• Leads regular meetings with vendor 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, Retention, Retail, Engineering, Learning & Development, Quality, Readiness and other supporting units to ensure uniformity and effective direction of operational initiatives and a consistent customer experience.

• Will assist in development of procedures and processes to ensure agent understanding and execution.


• Must maintain high levels of communications with vendor management, supporting departments and leadership team.

Qualifications

Requirements Include:

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


• Ability to communicate effectively via email, chat, in person and by phone


• Ability to travel internationally at least once a quarter to conduct on-site visits with our vendors.

• Minimum of 2 years of supervisory experience in a "fast-paced" contact center environment focused on Mobile products and services is strongly preferred.


• Strong communication and relationship building skills


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


• Associates Degree or equivalent work experience


• Proficient in the use of Microsoft Word, Excel and PowerPoint.

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

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