Director Customer Care - New York, United States - Altice USA

    Altice USA
    Altice USA New York, United States

    4 weeks ago

    Default job background
    Description

    **Director Customer Care**

    **Job ID:**

    **Location:** 1111 Stewart Ave, Bethpage, NY

    **Overview**

    We are Altice USA; a family of businesses that includes Optimum, Suddenlink, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

    **Responsibilities**

    Accountable for end-to-end customer contact processes and customer experience, supporting cross company initiatives to drive improvements in service quality and efficiencies.

    Create a high-performance culture of excellence that permeates the customer and employee experience

    Partners with the Care Leadership Teams to define both short and long-term Care roadmaps with a heavy emphasis on Technical Support teams and develops strategies to achieve them.

    Develop plans and offers insight and knowledge on use of new tools and technologies including Telephony and chat as well as troubleshooting technologies to create an efficient and effective operation

    Coordinates the BPO partners in the execution of strategic initiatives, programs and processes for Technical customer support

    Coordinates with our reporting resources to enhance and further develop qualitative and quantitative analysis of the program and partner performance.

    Partners with the Care leadership Teams on emerging trends from the front -line in customer experience, drivers of customer dissatisfaction and changes in the agent experience, and articulates those qualified insights across stakeholder groups for strategic action

    Accountable for the effective monitoring of Care support performance to ensure service level, response time objectives and quality are met; where necessary implements and oversees real-time escalation plans to address deficiencies

    **Qualifications**

    **Qualifications**

    Works well under pressure to meet ongoing and overlapping deadlines with short time constraints

    Ability to communicate effectively via email, chat, in person and by phone

    Chat leadership experience preferred

    Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment

    Proven ability to close performance gapsExcellent communication and relationship building skills

    Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

    Bachelor's Degree or equivalent customer-facing and management work experience

    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.

    Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.