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Manager - Phone Operations Call Center
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | New York, NY New York, New York |
About this job
A leading national telecommunications, media and entertainment company, Altice USA delivers residential and business services to more than 4.6 million total customers across 20 states. Our 18,000 employees have an unwavering commitment to customers and to providing quality products and outstanding service.
Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience.
The company offers Optimum-branded digital cable television, high-speed Internet and voice services, as well as Optimum WiFi, the nations most robust WiFi network, to residential and business customers across the Tri-States area.
The Manager will provide leadership, coaching and development essential to ensure department consistency in adhering to established customer experience guidelines. Coordinates customer contact activities with those of dispatch, sales, billing and collections and field services. Manages in a manner to ensure Cablevision values, policies and procedures are consistently adhered to. Ensures productivity, quality and customer satisfaction goals and objectives are met.
Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience.
The company offers Optimum-branded digital cable television, high-speed Internet and voice services, as well as Optimum WiFi, the nations most robust WiFi network, to residential and business customers across the Tri-States area.
The Manager will provide leadership, coaching and development essential to ensure department consistency in adhering to established customer experience guidelines. Coordinates customer contact activities with those of dispatch, sales, billing and collections and field services. Manages in a manner to ensure Cablevision values, policies and procedures are consistently adhered to. Ensures productivity, quality and customer satisfaction goals and objectives are met.
Management Skills
Technical/Functional Competencies
Key Experiences/Achievements
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.
- Four-plus years customer relations experience in large call centers in a supervisory role, preferably within the cable television or a related industry.
- Experience with managing and integrating a variety of services or products. Related experience with the use of ARU/VRU systems and ANI services will be very beneficial.
- Progressively more responsible managerial roles.
- Demonstrated ability to direct activities of a minimum of fifty employees operating across a variety of shifts for both the call center and the support operations.
- Management skills necessary to effectuate change and fuel the implementation of strategic planning over cross-functional areas.
- Strong leadership, motivational and interpersonal skills; excellent oral and written communication abilities required.
- Bachelors or Masters degree in a related field preferred.
- Ability to manage a range of projects and services.
Technical/Functional Competencies
- Familiarity with staff planning and scheduling in a dynamic, 24 X 7 environment.
- Ability to establish effective communication processes and systems.
- High level of proficiency with analyzing, absorbing and consolidating large volumes of data.
Key Experiences/Achievements
- Proven ability to create/enhance a sales culture within a call center environment.
- High degree of stress tolerance and commitment to team objectives.
- Experience developing and implementing new processes and procedures in a dynamic environment.
- Experience working closely with other functional groups and creating/leading cross-functional teams.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.
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