Technical Support Experience Manager

Company: Altice USA
Location: Bethpage
Posted on: June 23, 2022

Job Description:

Overview:
We are Altice USA; a family of businesses that includes Optimum, Suddenlink, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. Were building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Responsibilities:
OverviewThis position will report to the Director, Ops Experience (Fixed - TSR) and would be expected to help shape the future of our overall customer satisfaction for our Fixed (wireline TV, Video & Voice) for TSR interactions. TSR interactions include but not limited to technical support and troubleshooting. The ideal candidate must be committed to delivering an exceptional customer experience by contributing to the revitalization our customer journey. This role would also be expected to lead efforts to deliver the improvement of our operational playbook placing emphasis on process, policies standard practices and procedures. The role requires extensive collaboration with other channels such as Care Ops, Product, Marketing, Training and Ops Readiness teams. The ideal candidate is data-driven, performance oriented, and has a track record of improving teams in high-growth contact center environment.ResponsibilitiesAccountable for end-to-end customer Fixed TSR care ops experience, supporting cross company initiatives to drive improvements in service quality and efficiencies related to the customer care operational playbook. Create high-performance customer care processes and procedures that permeates the customer and employee experience.Partners with the care leadership teams to define both short and long-term Care roadmaps with a heavy emphasis on processes and procedures related to the customer experience. Develop plans and offer insights on use of new tools and technologies to create an efficient and effective operation.Coordinates strategic initiatives, programs, and processes for TSR.Coordinates with our reporting resources to enhance and further develop qualitative and quantitative analysis of care performance.

Qualifications:
Qualifications Minimum of 5 years experience in an Ops Experience & Strategy role.Bachelor's Degree required.Works well under pressure to meet ongoing and overlapping deadlines with short time constraints.Relevant experience developing companies operational playbooks. Ability to communicate effectively via email, chat, in person and by phone.Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.Proven ability to close performance gaps.Excellent communication and relationship building skills.Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment.Ability to build and maintain strong client relationships.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.Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing

Keywords: Altice USA, New Rochelle , Technical Support Experience Manager, Executive , Bethpage, New York