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 ideal leader is an expert in the Digital Contact Center Operation profession and has experience leading digital care operations. This role is very focused on providing excellent customer support and care KPI attainment on chat and social channels while supporting digital roadmap. Conduct Contact drivers and performance assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities. Possess a proven ability to anticipate care operations requirements and resolve roadblocks in all situations. In addition, will lead the team to ensure day-to-day operational stability and continuous improvement.
Responsibilities
Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams to effectively resolve issues in coordination with internal and external stakeholders.
Manage the performance of chat and social care operations in multiple sites.
Partner with WFM team on requirements and short/long range planning.
Monitor chat and social KPIs and take immediate actions to improve when necessary.
Escalates and provides quantified alternatives along with information required for decision making.
Present performance evolution to Senior leadership identifying drivers and improvement opportunities.
Work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the care digital channels operations and delivering on KPIs.
Identify upselling and cross selling opportunities and implements needed changes to generate revenue within the digital care process.
Gathers Ops feedback and collaborates closely with cross functional stakeholders to drive product enhancements based on Care Ops feedback.
Identify the tools and technologies required for chat and social care channels.
Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels.
Contribute to planning and deploying new tools ensuring best possible outcomes from both quality and efficiency standpoints.
Responsible for delivering processes to support care digital assisted channels and establish proper inter-departmental cooperation with key stakeholders.
Designs robust Customer Care procedures, policies, and standards to achieve high-level customer experience in chat and social media.
Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty.
Identify training needs and ensure timely fulfillment, measures training efficiency and shares improvement opportunities.
Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress, providing feedback, and holding team members responsible for meeting agreed-upon goals.
Remains updates with digital Care best practices and present them to team, leadership and stakeholders.
Establish proper inter-departmental cooperation with key stakeholders.
Diplomatically handle conflicts and facilitate cooperative team resolutions.
Work across management levels with both internal and external partners.
Other duties as assigned.
#LI-GW1
Qualifications
Experience in telecommunication industry
Ability to work cross functionally and influence at director and above levels
10 plus years leadership experience
Digital channel management experience at a leadership level
Strong written and verbal communication skills
Strong presentation skills
Able to work under pressure and meet challenging deadlines without compromising quality
Building Effective Teams
Ability to delegate and track project performance
Data driven and results oriented
Effective interpersonal, communication, and collaboration skills
Extremely organized and ability to multitask
Good understanding of BPO
Ability to travel 10%
B.S. or B.A. degree required; Master's degree preferred
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.
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.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State 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 the posted location is $161,186.00 - $230,265.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
