Supervisor Partner Management

Job Summary

The Partner Management Supervisor is responsible for overseeing the contact center campaigns, strategies, procedures, and processes for BPO vendors providing Optimum services.

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

• Assists the BPO Sr. Director / Director / Manager with oversight of the BPOs assigned.
• Manage performance and improvement via call monitoring and communicating with the operations leadership and QA supervisors of the BPO.
• Travel to BPO Site as directed during the new site implementation / ramp up.
• Monitor and coach BPO QA / Managers / Sups with the goal of improving customer experience.
• Ensure reps are making quality attempts on every call.
• Responsible for the new agent onboarding process
• Manages the creation, accuracy, and distribution of daily reporting.
• Builds collaborative partnerships with assigned vendors and jointly develops strategies to continuously improve deliverable quality and drive cost effectiveness.
• Daily manages the relationship and performance of multiple vendors / campaigns simultaneously.
• Provides guidance and direction to vendors to achieve budgeted targets and continued customer revenue growth.
• Implements strategies that generate incremental sales and revenue.
• Responsible for continuously evaluating all care programs and making recommendations to improve efficiency and maximize performance.
• 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 BPO & Altice management.
• Works closely with senior leadership in the development of call plans, performance expectations and KPI management.
• All other duties assigned & willing to work in assigned schedule hours including weekends.

Qualifications

• Bachelor’s degree. Applicable years of work experience may be considered.
• Proven people management skills.
• Minimum of two years lead or supervisor level experience in a contact center environment.
• Minimum of three years in cable / telecommunications industry.
• Strategic thinking and problem-solving abilities to identify opportunities, mitigate challenges, and drive effective performance through our partners.
• Analytical mindset with the ability to track and interpret performance data to make informed decisions.
• Strong Microsoft Word, Excel, and PowerPoint skills
• Excellent project management skills with demonstrated attention to detail.
• Ability to quickly and consistently establish rapport to collaborate effectively with stakeholders, team members, and service providers.
• Flexible to travel (nationally and internationally) as required.

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.

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 $77,112.

00 - $126,684.00 / year. The rate / Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

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.