Technical Support Experience Manager
Company: Altice USA
Location: Bethpage
Posted on: June 23, 2022
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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
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