Contact Center Director at Altice USA in Bethpage, 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 Job Summary The Director of Sales Contact Center Technology Operations will be a highly visible leadership role in the B2C (business to consumer) and B2B (business to business) Care, Sales and Retention organizations and will report to the Sr Director of Sales Operations, Enablement and Development. He or she will lead an internal team and work collaboratively with cross functional teams to develop, maintain and support contact center technology and processes for both fixed and mobile contact centers. The Director of Sales Contact Center Operations will develop and implement solutions that ensure best in class experience for our customers and our agents as well as supervise the day to day tactical operations for our contact centers. The Director of Sales Contact Center Operations will be responsible for the evolution of Sales Contact Center technology as well as the Operations Support team to ensure our technology and our people are always evolving and optimizing to the fullest extent. Responsibilities Day to day technical operations of the Sales, Care and Retention Contact Centers ensuring delivery of high-quality customer service to Altice USA's customers. These activities include the effective operation and administration of Altice USA's contact center systems, including but not limited to the ACD, IVR, Predictive dialer, computer telephony, workforce management and other supporting tools. Partner with cross functional teams to drive and implement root cause solutions to ensure high availability and integrity of our tools and systems Review the technical systems to identify and recommend solutions for single points of failure in telephony, networks, and computer areas. Provide trended data insights on tools and system availability Oversees, manages and audits all end user profiles and access levels to contact center tools SOX compliance of all contact center tools Manage the Sales Operations Desk which provides operational, technical and business continuity support to all Sales and Retention teams 7 days a week. Maintain a high level of technical competence within the Operations Support team Productivity measurement and insights of the sales operations support desk Leads, manages and plans large scale technical initiatives on behalf of Consumer Sales Partners with and supports the design, development and implementation of contact center enhancements/improvements This position is responsible to be on call and report out to Sales leadership on issues that impact the start of business from opening as well as for any outages the center business hours. Qualifications Qualifications/Requirements Bachelor's degree in Computer Science related field preferred Minimum 8 years in demonstrated contact center technology support operations At least 10 years' experience in telecommunications industry Demonstrated experience in change management and leadership. Skills and experience in building and leading teams, developing skills in others, fostering collaboration, building consensus across the company and leading through change. Ability to understand and respond effectively to activity interdependencies to ensure that they do not negatively affect sales operations business continuity Strong project management skills; the ability to prioritize multiple tasks and initiatives; and skill in identifying, analyzing and resolving problems. Understanding of the technical components relating to Contact Center Technology and Telephony systems including IVR, ACD, EWFM, Call Recording, Call Analytics & and Quality Monitoring systems Understanding of CTI and API systems integration MS Office software proficiency in Excel, Word and Powerpoint Telephony network knowledge Technical development knowledge in area of call center hardware and software Highly developed analytical skills and proven ability to conduct root cause analysis and develop root cause solutions Ability to work in a fast-paced environment under tight deadliness On call is a mandatory requirement Challenges the status quo to identify areas for improvement, efficiency and effectiveness Can build presentations appropriate for executive audiences and present the story behind the data
Salary Range:
$250K -- $500K+
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$250K -- $500K+
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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