Job Information
Altice USA Sr Director Fixed B2C Chat & Messaging in Long Island City, New York
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.
The ideal leader is an expert in the Digital Contact Center Operation profession and has experience leading digital care operations. This role is very focused on providing excellent customer support and care KPI attainment on chat and social channels while supporting digital roadmap. Conduct Contact drivers and performance assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities. Possess a proven ability to anticipate care operations requirements and resolve roadblocks in all situations. In addition, will lead the team to ensure day-to-day operational stability and continuous improvement.
Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams to effectively resolve issues in coordination with internal and external stakeholders.
Manage the performance of chat and social care operations in multiple sites.
Partner with WFM team on requirements and short/long range planning.
Monitor chat and social KPIs and take immediate actions to improve when necessary.
Escalates and provides quantified alternatives along with information required for decision making.
Present performance evolution to Senior leadership identifying drivers and improvement opportunities.
Work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the care digital channels operations and delivering on KPIs.
Identify upselling and cross selling opportunities and implements needed changes to generate revenue within the digital care process.
Gathers Ops feedback and collaborates closely with cross functional stakeholders to drive product enhancements based on Care Ops feedback.
Identify the tools and technologies required for chat and social care channels.
Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels.
Contribute to planning and deploying new tools ensuring best possible outcomes from both quality and efficiency standpoints.
Responsible for delivering processes to support care digital assisted channels and establish proper inter-departmental cooperation with key stakeholders.
Designs robust customer care procedures, policies, and standards to achieve high-level customer experience in chat and social media.
Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty.
Identify training needs and ensure timely fulfillment, measures training efficiency and shares improvement opportunities.
Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress, providing feedback, and holding team members responsible for meeting agreed-upon goals.
Remains updates with digital Care best practices and present them to team, leadership and stakeholders.
Establish proper inter-departmental cooperation with key stakeholders.
Diplomatically handle conflicts and facilitate cooperative team resolutions.
Work across management levels with both internal and external partners.
Other duties as assigned.
Experience in telecommunication industry
Ability to work cross functionally and influence at director and above levels
10 plus years leadership experience
Digital channel management experience at a leadership level
Strong written and verbal communication skills
Strong presentation skills
Able to work under pressure and meet challenging deadlines without compromising quality
Building Effective Teams
Ability to delegate and track project performance
Data driven and results oriented
Effective interpersonal, communication, and collaboration skills
Extremely organized and ability to multitask
Good understanding of BPO
Ability to travel 10%
B.S. or B.A. degree required; Master's degree preferred
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.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00-$264,805.00/ year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review ourfor further details.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly