Manager Customer Retention

Manager Customer Retention

Location:

Bronx, NY, US, 10473 Tyler, TX, US, 75701 Plano, TX, US, 75024 Oakland, NJ, US, 07436 Long Island City, NY, US, 11101 Bethpage, NY, US, 11714 Bridgeport, CT, US, 06604

Brand: Optimum

Requisition #: 5982

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, BPO Management is directly responsible for developing and leading/overseeing the operations of inbound call campaigns, strategies, procedures and processes for all third-party vendors providing services for Altice USA. This role will ensure that quality, compliance, and cost- effectiveness of work delivered via third party vendors meets Altice USA's performance and quality expectations.

Responsibilities

• Builds collaborative partnerships with assigned vendors and jointly develops strategies to continuously improve deliverable quality and drive cost effectiveness.

• Manages the relationship and performance of multiple vendors/campaigns simultaneously. Provides guidance and direction to vendors in order to achieve budgeted targets and continuous improvement on KPI and customer experience.

• Develops and implements strategies that generate incremental sales and revenue as well as customer relationship retention

• Proven ability to motivate a large virtual force 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.

• Staffing capacity planning to budget and forecast to ensure meet service level targets.

• Tracking and implementation of BPO contract compliance and Invoicing activities.

• All other duties assigned

Qualifications

• Bachelor's degree with focus on sales, marketing, communications or related business experience

• Strong sales operational expertise with a minimum of 4 years in sales/marketing

• Minimum 4+ years proven success in sales management role required, with at least 3 years managing a large telemarketing/call center environment

• 4+ years in sales in cable/telecommunications industry with strong understanding of competitive landscape

• Ability to travel more than 50% of the time and successfully lead and inspire a virtual sales and retention force

• 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

• Enthusiastic leader with skill and experience creating an energetic and high performing sales 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

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.

Nearest Major Market: Bronx

Nearest Secondary Market: New York City