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Manager Customer Care Quality
Altice
Bethpage, NY, United States
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Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands. From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between. Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
The Customer Care Quality Manager will provide analysis, support, and insight guidance to Executives on Business Problems. He/she will ensure success of the focused quality and customer survey programs. The manager will interface with area vice presidents and directors to insure focus is aligned with goals and initiatives of each respective area. The quality manager will also provide leadership and share in the development essential to ensure forward progress toward established goals and guidelines for achieving a superior customer experience.
The Customer Care Quality Manager is responsible for ensuring all procedures are executed appropriately through compiling heavy data and performing heavy analysis to identify process gaps. In particular circumstances re-engineering of the design from inception to completion covering all phases of a full life cycle process. This person needs to be able to weave in and out of projects in an agile manner to ensure progression of projects by successfully partnering with cross-functional departments. The manager will analyze trends in customer interactions and make recommendations to the Network Engineering, Field, and Contact Center. The manager will identify opportunities to enhance customer value and ways to distinguish Altice USA from its competitors. He or she will represent the department in a professional manner that enhances the credibility for the quality organization.
• Minimum 4+ years’ experience in either in quality management, technology, engineering, and/or analytical realm
• Prefer Bachelor’s degree in business, communications, liberal arts or related field. 60 credit minimum.
• Relevant quality assurance experience in a contact center environment.
• Prior quality supervisory experience preferred.
• Experience with a behavior based quality evaluation program is a plus.
• Requires previous supervisory experience providing support to large complex organizations and directly manages teams that have strategically critical support responsibilities, preferably within a contact center environment
• Six Sigma Green Belt preferred
• Contact center experience is an added plus
• May require some travel
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace