Job Description

Altice USA is a cutting-edge communication, 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. Were 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. Were not the only ones who have seen it; weve been recognized by Forbes as one of Americas Best Employers as well as by the Human Rights Campaign, Diversity Inc. Magazine, and Cablefax for our diversity & inclusion program.

Job Summary

The Manager, Retention BPO is directly responsible for developing and leading/overseeing the implementation of call campaigns, strategies, procedures and processes for all third party offshore vendors providing services for the Retention department. This role will ensure that quality, compliance, and cost- effectiveness of work delivered via third party vendors meets Altice USAs performance and quality expectations.

Responsibilities

* Builds collaborative partnerships with assigned vendors and jointly develops strategies to continuously improve deliverable quality and drive cost effectiveness
* Manages the relationship and performance of multiple vendors/campaigns simultaneously. Provides guidance and direction to vendors in order to achieve budgeted targets and continued customer base growth
* Develops and implements strategies that generate incremental sales and revenue as well as customer relationship retention
* Responsible for continuously evaluating all sales and retention programs and making recommendations to improve efficiency and maximize performance
* Proven ability to motivate a large virtual force required. Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management
* Works closely with Retention senior leadership in the development of call plans, performance expectations and KPI management.
* All other duties assigned

Essential Functions

* Ability to communicate with all levels of management and company personnel
* Handle multiple projects and tasks
* Prioritize and organize effectively
* Read, analyze and prepare data.
* Strong verbal, presentation and written communication skills.

Qualifications / Requirements

* Bachelors degree with focus on sales, marketing, communications or related business experience
* Strong sales operational expertise with a minimum of 5 years in sales/marketing
* Spanish bilingual is preferred
* Minimum 3+ years proven success in sales management role required, with at least 3 years managing a large telemarketing/call center environment.
* 3+ years in sales in cable/telecommunications industry with strong understanding of competitive landscape
* Ability to travel more than 50% of the time and successfully lead and inspire a virtual sales and retention force
* Demonstrated ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction
* Enthusiastic leader with skill and experience creating an energetic and high performing sales culture
* Can build presentations appropriate for executive audiences and present the story behind the data
* A strong collaborator and influencer in cross functional and interdependent teams
* Ability to work in a fast-paced environment under tight deadliness
* Challenges the status quo to identify areas for improvement, efficiency and effectiveness

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.