Dir Customer Retention (70002233)

Job Summary
CThe Director of Inbound Retention will be responsible for the execution of all operational aspects for our Retention operations. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Altice USA, primarily for the B2C group. The role is cross-functional in nature, and the selected candidate will be expected to look broadly at factors that influence Retention, such as pricing, policy, and cost- effectiveness of work delivered via vendors to meet Altice USA's performance and quality expectations.
Responsibilities
• Identify key metrics and levers, monitoring results against goals via scorecard, ensuring the appropriate action plans/glide paths are in place timely and monitored regularly.

• Be knowledgeable with current SOW's and Amendments that are currently in place, and provide recommendations for needed changes

• In partnership with Training, Workforce, CX, and AUSA PMO optimize process focusing on operational excellence with the customer experience lens.• Manage internal resources to support the strategic goals for Inbound Operations, specifically Managers and Supervisors within the Retention Organization• Participates in developing and cascading goals , ensuring alignment with overall strategy• Demonstrated advanced understanding of industry standards and best practices• Champion for Change• Lead quarterly and annual business reviews comprised of Altice and BPO strategic leadership teams• Build positive relationships with internal support groups and provide feedback as appropriate on processes and procedures impacting customers or outsource partners• Participate in capacity planning process to ensure are staffed to plan and handling in line with stated assumptions.• Commitment to continuous improvement related to Customer Experience, as well as partner relationships• Identify recurring service delivery interruptions and customer issues, drive root cause analysis and resolve via appropriate corrective and preventative actions. • Set strategic targets/goals for operational efficiency and increased productivity • Lead and mentor direct reports in personal and career development, fostering a strong team and promoting employee engagement.• Analyze current operational processes and performance, recommending solutions for improvement where necessary. • Requires strategic use of incentives for sales/save efficiency plus other non-financial means of employee recognition.• Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives
Qualifications

• Bachelor's degree in a related field. MBA preferred
• Minimum seven (7) years' Cable customer service/call center experience consulting, strategic planning, Retention Sales
• 7+ years Call center management experience
• 7+ years Leadership of multiple cross-functional teams
• Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)
• Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint
• Proven ability to increase contact rates and yield to ensure goal achievement
• Success in meeting timely deadlines

Nearest Major Market: Bronx
Nearest Secondary Market: New York City