Manager Customer Care

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. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Overview

Reporting to the respective department director, this position performs the administrative, facilitative coaching and development duties necessary to lead and maintain a high performing team that is motivated to achieve the business goals of the division, call center and the Company. Continually identifies opportunities for process improvement, revenue generation, revenue protection, first call resolution, and customer retention. Coaches and develops supervisors to achieve positive and sustained customer satisfaction. Leads a team of customer care supervisors to achieve call center initiatives. Plans for and implements a program of continued development resulting in enhanced communication and coaching skills for team members and self.

Responsibilities

• Ensures a quality l Support staff by effectively interviewing, hiring, coaching, delegating, disciplining, evaluating and training the Support Representatives.
• Provides feedback to employees by monitoring & analyzing statistical reports.
• Monitors and maintains department service level goals by ensuring Customer Care meets phone accessibility and accountability standards.
• Identifies and resolves system and procedural problems by interdepartmental networking, facilitating task forces and recommending policy changes.
• Meets goals of reducing "truck rolls" by creating contests, motivating Technical Support Reps, establishing goals/incentives and instructing them in company preferred troubleshooting techniques.
• Improves efficiencies by recommending method improvements, equipment usage and procedural modifications.
• Initiates sales opportunities and adds on additional services to enhance the customer experience.
• Promotes a "one call resolution" culture and expedites error free processing of customers' requests from the initial contact to resolution.
• Creates an environment in which team members are focused on the ultimate customer and employee experience. Proactively identifies opportunities to improve the customer experience through coaching and mentoring team members.
• Demonstrates a high degree of leadership, high personal standards, and professional ethics. Promotes a positive work environment.
• Role models as a team-player. Practices consultative interpersonal techniques and an adaptive style with others. Demonstrates relationship management skills and exhibits a proficiency in conflict management and resolution.
• Demonstrates ability to analyze data with attention to detail, making critical adjustments when necessary.
• Effective in demonstrating the ability to positively influence others and be able to effectively champion and implement ideas.
• Demonstrates the ability to interface across multiple disciplines within one organization and effectively communicate information, build partnerships, demonstrate the "one team" approach, while achieving timely results.

Qualifications

• Bachelor's Degree or Master' s degree preferred with a focus in either Business Administration, Communications, or Organizational Leadership a plus
• 3 years' experience in a managerial role in a fast-paced telecommunications call center environment or complimentary field
• Proven interpersonal communication skills.
• Effective communication skills with strong written, oral, and listening capabilities.
• Strong technical support aptitude, including solid knowledge of software and equipment
• Analysis of the systems and decision making for best practices concerning Suddenlink technologies.
• Data analysis and interpretation skills.
• Ethical standards and professional demeanor.
• Ability to maintain confidentiality.
• Willingness to work flexible shifts.
• Proven time management skills.
• Ability to multi task in a fast paced telephone environment.
• Ability to effectively read, write and understand the English language.
• Some travel required.
• Big picture thinking, but also detailed oriented, with follow-through skills and the ability to execute on a vision.
• Excellent regulatory, technical, and problem- solving skills
• Transformative communication, relationship and team building skills
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
• Very strong organizational skills necessary to manage and multi-task various activities while meeting critical timelines.
• Works well under pressure to meeting ongoing and overlapping deadlines with short time constraints
• Working knowledge of Microsoft Office products, with proficiency in Excel and Word, database and operating systems is required.
• Experience giving presentations to an audience, resulting in effective communication to a team or audience.

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.

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