Job Description
Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected.
We owe our success to our amazing product, commitment to our people and the connections we make in every community.If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!We are Optimum!Job SummaryThe Senior Director will be responsible for the execution of all operational aspects for our Inbound/Outbound Operations & BPO Management. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Altice USA, primarily for the B2C & B2B group.
The role is cross-functional in nature, and the selected candidate will be expected to look broadly at factors that influence retention, such as pricing, policy, and product capabilities.Responsibilities Manage staffing levels across multiple BPO groups as dictated by expected call volume in accordance with staffing objectives to ensure achievement of operational objectives within call center operations. Requires comprehensive Agent/Supervisor/Manager compensation plan with strategic use of incentives for sales/save efficiency plus other non-financial means of employee recognition; ongoing agent or BPO level feedback on call monitoring results.
Oversee and direct sales/Care Operations to ensure that all customer activities and interactions are handled fairly and effectively. Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations. Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.
Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives. Work with various BPOs partners and ensure they comply to the agreed SLAs and contractual terms.Qualifications Bachelor's degree in a related field.
MBA preferred Minimum ten years Cable customer service/call center experience consulting, strategic planning, Outbound & Care Operations Sales Minimum ten years Senior management/leadership experience Minimum ten years Sales operations management experience Minimum ten years Call center management experience Minimum ten years Leadership of multiple cross-functional teams Experienced BPO rate & service level negotiations; Onboarding of new BPO's; campaign/project launches Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (ie, technical, creative, and executive team) Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint Proven ability to increase contact rates and yield to ensure goal achievement Success in meeting deadlinesAt Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers.
Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.We are 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, ****** orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
We owe our success to our amazing product, commitment to our people and the connections we make in every community.If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!We are Optimum!Job SummaryThe Senior Director will be responsible for the execution of all operational aspects for our Inbound/Outbound Operations & BPO Management. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Altice USA, primarily for the B2C & B2B group.
The role is cross-functional in nature, and the selected candidate will be expected to look broadly at factors that influence retention, such as pricing, policy, and product capabilities.Responsibilities Manage staffing levels across multiple BPO groups as dictated by expected call volume in accordance with staffing objectives to ensure achievement of operational objectives within call center operations. Requires comprehensive Agent/Supervisor/Manager compensation plan with strategic use of incentives for sales/save efficiency plus other non-financial means of employee recognition; ongoing agent or BPO level feedback on call monitoring results.
Oversee and direct sales/Care Operations to ensure that all customer activities and interactions are handled fairly and effectively. Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations. Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.
Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives. Work with various BPOs partners and ensure they comply to the agreed SLAs and contractual terms.Qualifications Bachelor's degree in a related field.
MBA preferred Minimum ten years Cable customer service/call center experience consulting, strategic planning, Outbound & Care Operations Sales Minimum ten years Senior management/leadership experience Minimum ten years Sales operations management experience Minimum ten years Call center management experience Minimum ten years Leadership of multiple cross-functional teams Experienced BPO rate & service level negotiations; Onboarding of new BPO's; campaign/project launches Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (ie, technical, creative, and executive team) Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint Proven ability to increase contact rates and yield to ensure goal achievement Success in meeting deadlinesAt Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers.
Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.We are 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, ****** orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
💡 Quick Summary
Seeking a career-building opportunity? The Senior Director| Care BPO Ops position is now open for candidates interested in the BPO Jobs sector. This role in Adak offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
