AddressAre you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Manager of Retention Operations is responsible for overseeing the operational facets of our newly created ACP (Affordable Connectivity Program) call center operations. This role entails spearheading the development and implementation of strategies, streamline enrollment processes, optimize eligibility verification, and deliver exceptional customer support to drive higher participation. The Manager will play a key role in program implementation, operational excellence, and team leadership.
Responsibilities
- Lead and manage ACP Care Operations efforts to design and implement effective strategies to increase enrollment and contribute to the enhancement of customer experiences by ensuring seamless access to affordable broadband services.
- Maintain optimal staffing levels across multiple BPO groups, aligning with projected call volume to achieve operational objectives within ACP Care Operations.
- Contribute to the development and improvement of program processes, monitor performance metrics, identify opportunities for optimization and implement enhancements that drive operational efficiency.
- Oversee the execution of the training program and personnel to ensure technical and soft skills of the Vendor call center representatives are up to date.
- Assist Senior Leadership in preparing accurate and insightful reports on ACP's performance for regulatory bodies, and senior management, ensuring compliance with program guidelines, as well as developing recommendations and action plans to address issues, including quality, productivity, and fiscal goals.
Qualifications
- Qualifications / Requirements/Experience
- Bachelor's degree in a related field. MBA preferred
- 5+ years Call center management experience
- 5+ years Leadership of multiple cross-functional teams
- Familiarity with FCC regulations and benefit programs is a plus
- Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)
- Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint
- Success in meeting timely deadlines
- Willingness to travel and work overtime, and on weekends with short notice
- Ability to communicate with all levels of management and external groups, both orally and in writing, including presentation skills
- Ability to develop, communicate and implement complex plans, strategies and tactics effectively
- Ability to analyze and interpret data
- Ability to manage multiple projects and tasks
- Ability to positively influence and persuade
- Ability to work independently
- Possesses advanced-products and services implementations skills
- Demonstrated project management skills
- Effective analytical PC skills
- Strong knowledge of cable operations, customer care methods and new technologies
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum 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.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in [Enter State Manually] is $72,828.00 - $119,646.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
