Manager,Escalations Team at Altice USA in 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 The ideal leader for this role must have a passion for our customers and our products. Customer Experience will be the focus of this role. This role will oversee our Escalations Team Supervisors, Leads as well as our Escalations Specialists. The leader of this team must have a broad purview of our overall products and operations, to include delivery of service to process and policy affecting customer satisfaction. The major goals of this role are to advocate for our customers by identifying and solving individual and broader issues impacting the quality of our products, services, and customer experience and by providing actionable insights back to our Escalations Team and business partners to drive transformative change throughout our organization that puts our customers at center of all our business and customer engagement processes and procedures. Responsibilities Include:
Lead our Escalations Supervisors and our Escalations Specialists Create a high-performance culture of excellence that permeates the customer and employee experience Improve overall team performance via empowerment, training, process, and tools to drive improvements to meet service levels while maintaining high quality Simplify, streamline, and improve consumer operations to drive maximum effectiveness and efficiency in our back-office processes Promotes a one call resolution culture and expedites error free processing of customers' requests from the initial contact to resolution. Reduction overall complaints by identifying and working cross-functional partners to drive down trending themes causing customer dissatisfaction Coordinates with internal and partner reporting insights teams to enhance and further develop qualitative and quantitative analysis of the escalation landscape, identifying and mitigating potential hotspots. High level of interaction with all key team leadership across various departments to drive root cause solutions to inhibiting excellent customer experience, to include but not limited to our Engineering, Field Operations, Customer Service, Product Marketing, Billing and Sales teams Perform timely and weekly/monthly/quarterly evaluation and executive readouts of escalation landscape. 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 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
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Lead our Escalations Supervisors and our Escalations Specialists Create a high-performance culture of excellence that permeates the customer and employee experience Improve overall team performance via empowerment, training, process, and tools to drive improvements to meet service levels while maintaining high quality Simplify, streamline, and improve consumer operations to drive maximum effectiveness and efficiency in our back-office processes Promotes a one call resolution culture and expedites error free processing of customers' requests from the initial contact to resolution. Reduction overall complaints by identifying and working cross-functional partners to drive down trending themes causing customer dissatisfaction Coordinates with internal and partner reporting insights teams to enhance and further develop qualitative and quantitative analysis of the escalation landscape, identifying and mitigating potential hotspots. High level of interaction with all key team leadership across various departments to drive root cause solutions to inhibiting excellent customer experience, to include but not limited to our Engineering, Field Operations, Customer Service, Product Marketing, Billing and Sales teams Perform timely and weekly/monthly/quarterly evaluation and executive readouts of escalation landscape. 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 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
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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