Business Relationship Manager

Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands. From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between. The Business Relationship Manager (BRM) will be the single point of contact for all CCIS (Contact Center Information Systems) business customers for all production system modifications and enhancements and questions of feasibility as it pertains to Contact Center Technology. The BRM will be responsible for understanding the business strategies, direction, priority and needs of our business customers and translating these needs into technical requirements/solutions. The Business Relationship Manager will work with the business units to translate and document all unplanned contact center work requests for customer service, sales, field operations and product. The BRM will ensure that all business requirements are accurately captured and documented, sized by the design and development team and assign dates and costs to the business customer within specified SLAs. The Business Relationship Manager will see the work request through to completion - delivery ensuring that the business customer is kept apprised of progress, risks, financials and delays. Additionally this role will provide status updates on the progress of all work requests as they progress through the development life cycle. This person will also chair standing work request priority meetings across all business units to ensure proper priorities are established for all work requests across the enterprise. This position will also be responsible for the ongoing monitoring and testing of all CCIS production tools including the IVR call flow/self help, ACD call routing, guided speech, synchronoss speech recognition and agent desktop tools. This will entail identifying defects and issues within our customer facing and agent facing tools and systems and reporting them to the CCIS technical support and design and development teams for remediation. Responsible for identifying user experience improvements and working with the business and CCIS to gain approval for these and seeing them through to testing and implementation. Responsible for building User Acceptance Testing (UAT) test cases and executing them before any new changes are promoted into our customer/agent facing production systems. Responsible for identifying, documenting, requesting and budgeting ongoing enhancements and modifications to existing desktop tools including IDA, ITT, IBA, DART and Outage Board. Performs other duties and participates in special projects as assigned. o Bachelor's degree in Business, Computer Science or related discipline o 4+ years' experience in Contact Center technology including Genesys call/contact flows, IVR Self-Help, Reporting and Analytics, Verint call recording, Noble Outbound Dialer, Aspect eWFM and networks o 4+ years' experience in running a day to day Contact Center operation including staff, business functions, technology management and over-sight o 4+ years' experience interfacing directly with executive level business partners in a technical interface/solution delivery role (account management function) o Agent desktop tools experience (e.g. ITT, IBA, DART, Outage Board) o Experience in designing and optimizing customer facing systems in the IVR and ACD domains including the use of Natural Language o Proven success in project management and/or business analysis call/contact center system deployment and management o Ability to think critically and analytically o Ability to perform multiple tasks, and adjust priorities based on workload and direction from management or the customer o Ability to organize, plan, execute, test plan projects with minimal supervision o Proven ability to focus on building customer relationships, and responding to customer needs o Working knowledge of workforce management tools and CSR reporting o Proficient in using all facets of Microsoft Office including Excel o Excellent verbal & written communication skills We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace. Job ID: 2018-20584
Salary Range: NA
Minimum Qualification
5 - 7 years

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