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!
The ECR Supervisor is the point of leadership to the Executive Customer Relations Team.
The ECR Team serves as the face of Altice USA, ensuring a world-class customer service experience. The ECR Team is responsible for resolving the most highly escalated customer-initiated issues that are received by internal, partner employees, agencies, and executives. The ECR Team manages and develops strategies for building relationships and aims to provide a positive experience with every customer.
The ECR Supervisor is responsible for leading the team to meet or exceed the established Service Level Agreements (SLAs) of all complaints, ensure the quality of work, facilitate regular meetings with all levels of management, regulatory agencies, mentors’ direct reports, analyzes trends, develops and communicates action plans regarding improvements related to performance metrics and the customer experience.
This role is an excellent opportunity to provide valuable insights and drive positive change to improve the customer and employee experience.
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Provide leadership to the ECR Team, with accountability for ensuring performance.
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Ensuring compliance of all required documentation in the ECR data system/applications.
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Create and deliver high-quality insights on team performance and complaints information.
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Build strong working relationships internally, interdepartmentally, and with BPO vendors in order to discover the root causes of complaints and escalations achieving satisfactory dispute resolutions.
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Driving activity focused upon continuous improvement across the department and the Company by reviewing and recommending improvements on all customer facing and operational processes.
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Mentors direct reports. Analyzes trends and develops and communicates action plans regarding improvements related to performance metrics and the customer experience.
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Leads regular meetings with direct reports / Management to improve performance and provide training on new initiatives.
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Collaboration and communication across multiple departments, within Altice and external partners including but not limited to Product, Sales, Learning and Development, Quality, Readiness and other supporting units to ensure uniformity and effective direction of operational initiatives and a consistent customer experience.
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Assist in the development of procedures and processes to ensure agent understanding and execution.
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Must maintain high levels of communications with all levels of Management and supporting departments.
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Provide strategic analysis and critical thinking to find opportunities to improve the customer experience and protect the business.
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Bachelor’s Degree or equivalent work experience
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Minimum of 5-7 years of supervisory experience in a fast-paced contact center environment
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Previous corporate escalations or higher tier experience desired
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Ability to communicate effectively with all levels of management and company personnel
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Exceptional problem-solving and critical thinking skills
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Highly effective organizational skills
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Demonstrated negotiation and conflict management skills
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Ability to engage directly with customers to resolve high level escalations that require ECR Management involvement
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Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment
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Ability to set daily priorities for yourself and direct reports to ensure daily goals are met
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Works well under pressure to meet ongoing and overlapping deadlines with short time constraints
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Transformative communication and relationship-building skills
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Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
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Proficient in the use of Microsoft Word, Excel, and PowerPoint
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Project Management Experience preferred
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Six Sigma training Preferred
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Schedules will include a weekend day
At 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, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company 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.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
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 New York is $77,112.00 - $126,684.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.