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 effectively.
- Oversee the performance of operational chat and social KPIs and take immediate actions to improve.
- Design robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media.
- Present performance evolution to Senior leadership identifying drivers and improvement opportunities.
- Identify upselling and cross selling opportunities and implement needed changes to generate revenue within the digital care process.
- 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.
- 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.
- Partner with WFM team on requirements and short / long range planning.
- 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.
Qualifications
- B.S. or B.A. degree required; Master's degree preferred
- 10+ years leadership experience with digital channel management experience at a leadership level
- Experience managing large scale call center of customer care agents
- Strong understanding of BPO’s
- Experience in telecommunication industry preferred
- Strong written, verbal and communication skills as well as strong presentation skills
- Ability to work under pressure and meet challenging deadlines without compromising quality
- Must be data driven and results oriented
- Ability to travel up to 10% of the time
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 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 $161,186.00 - $230,265.00 / 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.
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