Job Description

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.

This role combines personnel management with project management; the Customer Care Chat Manager would oversee Chat service delivery for both Optimum and Suddenlink fixed line services. 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 experience in improving teams in high-growth environments focused on Chat AI, Chat Bot and messaging.

Responsibilities Include:

* Partners with the Program Management Team to define long-term Care strategies and develops tactical steps to achieve them.
* Coordinates the BPO partners in the execution of strategic initiatives, programs and processes within the Chat contact channel
* Coordinates with our reporting resources to enhance and further develop qualitative and quantitative analysis of the program performance.
* Partners with Altice USA stakeholder and peer Care Operational teams to inform on front-line experience and provides recommendations on the future roadmap for leadership consideration.
* Accountable for the effective monitoring of BPO performance to ensure service level, response time objectives and quality are met; where necessary implements and oversees real-time escalation plans to address deficiencies
* Monitor vendor performance standards and service levels for compliance. Analyze trends. Develops and communicates action plans regarding improvements related to performance metrics and the customer experience. Works directly with vendor management to identify and address areas of opportunity.
* Assists in the development and evolution of procedures and processes

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
* 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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