Job Description

Overview

The Director of Customer Care CSR will lead all aspects of the contact center operations in support of our Billing and CSR (Account Updates, General Inquiry and Appointment related support). This position would be expected to shape the future of the contact center operations, being committed to delivering an exceptional contact experience through a variety of contact channels which include but may not be limited to; phone, email and live chat. This role would also be expected to lead efforts to improve our team across several areas, including knowledge and product management, agent performance, as well as providing valuable and actionable experiential frontline insights to our Product, Marketing, Training and Readiness teams. The ideal candidate is data-driven, performance oriented, and has a track record of improving teams in high-growth environments.

Responsibilities Include:

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 Billing and general CSR 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 billing and troubleshooting technologies to create an efficient and effective operation.

Coordinates the BPO partners in the execution of strategic initiatives, programs and processes for Billing and CSR related 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.

Requirements Include:

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 gaps.

Excellent communication and relationship building skills.

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

Bachelors 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.

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