Are 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, Care Fiber Operations is directly responsible for developing and leading/overseeing the operations of call campaigns, strategies, procedures and processes for all third-party vendors providing services for Optimum Fiber. This role will ensure that quality, compliance, and cost- effectiveness of work delivered via third party vendors meets Optimum's performance and quality expectations.
Responsibilities
- Lead day-to-day fiber care operations, track operational metrics and overachieve goals
- Drive high performance by clearly defining responsibilities, empowering frontline, tracking progress, providing feedback, cascading goals, and holding stakeholders and contact center sites responsible for meeting agreed-upon goals
- Ability to analyze the customer experience and identify specific NPS and OSAT improvement opportunities, and work on solutions that improve customer satisfaction and loyalty
- Continuously report voice of the customers and recommends changes to enhance fiber customers experience
- Analyze contact reasons and works with internal stakeholders to reduce cost to serve
- Identify and execute opportunities to enhance fiber care operational efficiencies
- Participates in the design of fiber care processes, recommends changes and quantifies impacts
- Proven ability to motivate a large workforce required. Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management
- Works closely with senior leadership in the development of call plans, performance expectations and KPI management.
- All other duties assigned
Qualifications
- 4+ years in sales in cable/telecommunications industry with strong understanding of competitive landscape
- Minimum 4+ years proven success in management role required, with at least 3 years managing a large telemarketing/call center environment
- Ability to travel more than 25% of the time and successfully lead and inspire a virtual workforce
- Demonstrated ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction
- Data driven and results-oriented
- Enthusiastic leader with skill and experience creating an energetic and high performing culture
- Can build presentations appropriate for executive audiences and present the story behind the data
- A strong collaborator and influencer in cross functional and interdependent teams
- Ability to work in a fast-paced environment under tight deadliness
- Challenges the status quo to identify areas for improvement, efficiency and effectiveness
- Bachelor's degree with focus on sales, marketing, finance, operations, communications or related business experience
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 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.
The Company 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.
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 New York is $102,816.00 - $168,912.00 / 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.
Brooklyn
New York City
What We Do
We are a top broadband communications video services provider in the US utilizing the latest technology. We serve nearly 5 million residential and business customers across 21 states with an advanced portfolio of connectivity services, including Optimum Fiber Internet, Optimum TV and Optimum Mobile.
We also operate Optimum Media, an advanced advertising and data business, which provides audience-based, multiscreen advertising solutions to local, regional, and national businesses and clients, as well as hyper-local and international news networks through its News 12 and i24NEWS brands.
New to our portfolio is Juice Media. Juice is an emerging outcome focused, omni-channel customer acquisition platform.
Central to how our company operates is the idea of reinvention - fearless reinvention. And to meet the needs of our customers, we have built a company and team that is equipped to deliver on the Optimum promise and one that is reflective of the many diverse communities we serve. Optimum employees are driven, innovative, and know how to lean in and use their voices to challenge ideas and celebrate one another, understanding how they, as individuals, impact the greater team and our customers for the better.
Why Work With Us
Optimum is part of a family of brands under Altice USA covering the telecommunications, news, media and advertising spaces. There is overlap across all of our businesses and some roles offer the opportunity to support multiple brands!
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Optimum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.